ComplaintsforBerger Transfer & Storage, Inc.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hired Berger in July for a move from ******** to *********. They were more than two hours late arriving at our house to start the work. As a result, they took three hours longer than they estimated. We paid them an additional fee to pack the kitchen. The lead guy was unaware they would be packing the kitchen, but it was clearly on our work order. They broke two glasses during packing, and we found broken barware when we unpacked. After they left, we found there were two large kitchen cabinets they didn't pack. We had to find room in our cars for these large pots and pans, and we had no more packing materials. We have asked for a refund of the kitchen packing, however, they are no longer returning our calls or emails.

  

  Business response

  10/04/2023

  Hello **************,
  
  We appreciate you bringing your concerns to our attention. We take customer feedback seriously and sincerely apologize for any inconvenience you experienced during your move.
  
  We understand that your move was not as smooth as you anticipated and want to assure you that we are committed to resolving these issues promptly. We have thoroughly reviewed your case based on the provided information and want to express our regret for the delay, miscommunication and breakage that occurred during the packing process.
  
  We acknowledge your request for a refund on the kitchen packing materials and, as a gesture of goodwill, will be issuing a check in the amount of $250.
  
  Once again, we want to express our sincere apologies for the inconveniences you faced during your move. We value your business and your satisfaction is of the utmost importance to us. Thank you for bringing this to our attention, and we appreciate the opportunity to make things right.

  Customer response

  10/05/2023

  $250 isn't an adequate settlement for the trouble we had with the ******** crew.  This is my fourth out-of-state move, so i'm not new to this process.  Arriving and leaving 2-3 hours late was an inconvenience, however, sending an inexperienced and careless crew to my house is not what I paid for.  
  
  
  

  

  Business response

  10/12/2023

  Hello **************,
  
  Your satisfaction is important to us and we regret the service provided did not meet your standards. We understand the importance of a professional and punctual moving experience, and it is disheartening to learn that we fell short of your expectations.
  
  We take these matters seriously and have investigated this issue. Your driver was assigned to handle two small orders on the same day, one of which was yours. Unfortunately the driver chose to load yours second which resulted in a later than expected arrival time.
  
  To demonstrate our commitment, we would like to offer you additional compensation of $500.
  
  Once again, we apologize and appreciate your understanding as we strive to enhance our services.

  Customer response

  10/16/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with this company for a move from ******* to DC. On December 27th I signed my contract and paid $4,000 online. On December 28th the movers came to get my stuff. They were efficient and polite.Im given a delivery spread of Jan **** both via email correspondences with my moving coordinator, ***********************, and in my contract. A few days out from the spread I reach out to the coordinator, having heard nothing in over a week. Its reiterated that it should be delivered sometime in the spread. The 10th comes and goes. My moving coordinator tells me that it is scheduled to arrive in Virginia (where itll be transferred into DC via *********************************** on the 11th. The next day, ** told itll actually be the 12th. The next day, ** told itll actually be the 16th.The most frustrating thing is that I had to ask, every day, for an update. Only once did the moving coordinator volunteer an update. Jan 16th - today - I call customer service spoke with someone named *******. The representative could not tell me a) where my stuff was in transit b) an ETA for delivery in Virginia or c) what was even causing the delay. She said there were no notes about my transit. So for all I know, they could be anywhere in the US. That is the biggest take away here - this company does NOT track the location of your shipment! They simply cannot tell you where your stuff is. No one at the company can. Dont get me wrong - the staff Ive worked with have been very nice and have tried to do their best, but the system under which this company operates is faulty. Ive now been without my possessions for 19 days, paying rent to live in an empty apartment. The initial sales person, *********************** reassured me up and down my stuff was in good hands, but the actual transit process is anxiety-inducing. If you do use the company, make sure to slip an Air Tag in one of your boxes so you actually know here your stuff is.

  

  Business response

  01/23/2023

  Dear ********,
  
  I appreciate you bringing the delay in delivery to our attention.  I certainly want to apologize for the delay in you receiving your household goods at your destination location.  As well apologize for the inconvenience it caused in getting moved into your new location.  I appreciate your compliments to the service providers that performed the moving services.  A couple obstacles lead to the delay in delivering and meeting the delivery spread dates.  The shipment was delayed in getting out of ***** before the holiday and during the transportation to destination.  We recently, as of last week, hired a dispatcher for the ***** location. This person will work with local operations to assure local pick **** not loading direct, are being picked up timely from the dock to meet destination delivery spreads.  In the meantime, I have asked customer service to contact you and give you all the information to file a delay claim.  We will do everything we can to expedite the delay claim.  Please feel free to contact me again anytime.       
  
  ***********************
  General Manager
  Office:************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  October 1, 2022 Moved from ******* to ************* Received our 65 ********** totally cracked Want to give us only $459.99 for replacement cost We paid $3,799 for a ********** replacement We bought our ** (the cracked one in 2016, close to $3,000) now the ** is more costly ********************* was the mover hired to transport our belongings Order # is ******

  

  Business response

  12/08/2022

  We are sorry for the damage that occurred to the *** We received the claim form which indicated the year, make and model number of the 65 *** This information you provided was used to determine that Best Buy sells that ** for $649.99. It looks like you were paid $459.99, we will issue another check for $190.00 so that you are reimbursed for the current price of the ** based on the same year, make and model.

  Customer response

  12/09/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I thank Berger Allied for the additional $190.00.

  The price we paid for a new TV is a far cry from what we are being compensated. We however, appreciate the additional money.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Allied Berger to move belongings from ************** ** to ****. Movers were supposed to pick up property from **** on 3-4 and deliver it to **** on 3-10-22. Movers called at *********** stating they were bumping our pick up time to *****. Two guys finally showed up at ****, they dropped boxes in front of us and took 4.5 hours to remove property from the premises (1 bdrm apartment, everything but TV, two mirrors and bed were boxed up). When we left at 5pm, the movers were still putting our property into the truck. Fast forward to 3-*****, we were informed our property would not be delivered until 3-11-22 because the truck needed break repairs. I was required to pay for the expense of over $4200 IN ADVANCE. I filed a complaint with my ******************* because Allied staff refused to negotiate a discount for failing to live up to their end of the contract or provide option to pay half before delivery and remainder upon delivery. No surprise we had damaged and missing items. We were told to file claim and include the missing item, completed on 3-14-22 for $794.I was told by the claims department they would NOT settle the claim until the dispute with my ******************* was resolved, although the dispute was NOT about lost or damaged items. To date, there has been not response from Allied Berger to my *******************. When I asked about the status of the claim and told they only planned to cover around $ 299 of the claim PENDING resolution of my dispute, I asked to speak with a supervisor at SIRVA and was told they would forward my complaint to the supervisor but would likely be 60 days before they were able to review my complaint. Sirva is not covering the claim for missing item because we signed the document indicating things were received. AB staff did the 'check in", we called an hr later when checked ourselves. Such poor customer service. We aren't asking for much, just make it right. Our desired resolution is below.

  

  Business response

  06/21/2022

  Thank you for the opportunity to respond to Ms. ******** complaint.
  
  Our intention is to provide our customers with the best possible service on every move and we are sorry that we missed the ****. We apologize that the crew was late and regret that it was not communicated to the customer in a timely manner. Upon receipt of this complaint, our Customer Rescue team thoroughly reviewed the details surrounding Ms. ******** move. Though we delivered within the delivery spread and responded quickly to assist with her claim, we would like to offer a goodwill gesture of $200 for the inconvenience experienced.
  
  We truly apologize for the frustration and wish ****************** the best of luck in her new home.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company moved us from AZ to MO. Everything they touched they either lost it, broke it or damaged it.They paid us for everything they lost....which I am still not sure how they lost my husband's work bench that weighed like 300 pounds with a vice and a grinder attached to it..... and paid us for a few things they broke...other than my husband's guitar neck was cracked because they did not box it up as we had asked. They said they did not have a box big enough so it got broke and they refuse to pay for that. We asked them to box our stereo equipment flat in a box. Again they said they did not have a box big enough so the stereo equipment was boxed on its side and after bouncing around for **** miles something got broke inside and they will not pay for this. We paid a lot of money for this service feeling we could trust this company with our belongings so I feel they should have had the correct size boxes to handle our belongings. Our 45" plasma TV was received with lines going across the screen...sometimes it works and sometimes it does not and it will shut off by itself. I am not sure what they did to this! They will not pay for that since it did not have any external damage. All of these items worked fine before they put their hands on it! And then there is the damage to our furniture which either got scratched, gouged, chipped or damaged. They want to pay us for the damage to our furniture the amount it would cost to REPAIR this furniture. I do not want this furniture repaired! It needs to be replaced!Everything they touched they messed up one way or the other....everything we owned was in excellent working condition and now we are left with damaged furniture! I would not recommend this company to my worse enemy! I feel they need to step up and admit their negligence in this matter and pay us for the replacement of these things....not have it repaired.HORRIBLE HORRIBLE SERVICE!

  

  Business response

  05/25/2022

  Thank you for the opportunity to respond to Mrs. ****** complaint, and for granting us time to investigate all details of her submitted claim. We would like to apologize for the frustration she and her husband experienced post-************************************************************ was responsible for and settled the first claim by paying for the missing items in the amount of $1,120, plus $650 cashed out for the remainder after the $250 deductible was applied. A supplement claim was then filed and settled in the amount of $1,645.
  
  The customer advised the adjuster that she did not want Allied to assign the repair firm to complete repairs, and that they would rather receive a cash allowance for the cost of the repairs. If an item can be repaired, we are not responsible for replacement of the damaged item. In addition, the customer was advised that if they have documentation to substantiate a higher settlement, they could submit it for review.
  
  The denied items (television, stereo and guitar neck) were denied as mechanical and/or not transit damage. The adjuster indicated that there is a review process. If the customer would prefer to go this ************************** advises that the check should not be cashed and the adjuster should be notified. At this time, the customer has not requested a review.

  Customer response

  05/25/2022

  I am rejecting this response because:
  I feel due to their negligence I have damaged items. What mover refuses to box up items because they do not have a box big enough? I do not feel $1645 is sufficient to cover damages. This has caused us mental anguish and frustration over this. I would not ever recommend this company to be used by anyone. This was a bad bad experience...so unhappy about all oof this

• Initial Complaint

  04/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked my move from ******* to ********, **. Date of delivery was 7th April, 2022. Only half my stuff was delivered on the 7th. The other half was delivered (a few boxes missing) on 9th of April. Berger is responsible for uncreating my TV and marble table top. They have not provided me with any one to ******* yet. They are not responding to my messages. I fully paid for my move and not getting the service I paid for.

  

  Business response

  04/20/2022

  Thank you for allowing us the opportunity to investigate the details of your move, as well as the interactions you had with our team in resolving the issues that youve experienced. While we do strive for a positive, memorable experience for all our customers, there are occasions where we regrettably miss this goal.When this occurs, we do make it a priority to address the problems encountered and make them right whenever possible.
  
  Unfortunately, when your items were delivered out of storage to your new residence on 4/7, there were a couple crates that did not get loaded onto the delivery truck. Once this was identified, the remaining items were delivered on Saturday 4/9.
  
  Uncrating was set up with RMS to be completed on 4/7, but the items that needed the service were in the crates that were left behind. The soonest we could get RMS back out for the uncrating was Monday 4/11. That did not work with your schedule and they worked with you on getting the service done on 4/14.
  
  
  We are truly sorry that we fell short in delivering the service both you and Berger expected. In recognition of the difficulties that you experienced, a monetary goodwill gesture of $500 has been approved and will be mailed to you on April 27th.

• Initial Complaint

  08/10/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On July 10, 2021 we filed a Delay Claim #****** for the shipment of our household goods which were 2 days late. We were informed by Account Executive, Jeffrey Butters, to submit receipts & expenses incurred by us having to drive 100+ miles to meet the truck driver on a street corner to pick up the manifest. Then we drove the manifest into downtown Vancouver to clear Canadian Customs. That driver drove past our house & traveled those extra 100 miles into Vancouver because of poor logistics. It was supposed to be cleared at the "nearest" customs office. We virtually did Berger Allied's work for them. We are seeking payment for $100/day for the 2 days late shipment, parking $5.00, IRS mileage rate $.56/mile for 201 miles, & the time involved to do so was 5.5 hours for 2 people at $15/hr per person for a total of $482.56. We followed the instructions of the Berger Allied Acct. Executive & expect Allied to stand by the word of their employee. As of this date we have received $0.00

  

  Business response

  08/11/2021

  On behalf of Berger Allied Moving & Storage, we regret that your experience was less than exemplary. We agree with your assessment and, at the time of this response, have confirmed that our Claims Department has honored the desired settlement and will mail a goodwill check in the amount of $482.56 this week. We appreciate your business and truly apologize for the inconveniences occurred.

  Customer response

  08/11/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, provided we actually receive the check.

• Initial Complaint

  07/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/31 Berger came to pack and load our household goods for a move from 1871 Jardine Court, Vista CA, 92081 to San Antonio Texas. The goods would be stored in the Berger facility in San Antonio until we secured a home in the area. When the goods were delivered, 73 items (boxes and furniture) were "missing" and to date have not been located. We also suffered extensive damage to the furniture delivered and have photos to document. It has been over a month since the delivery and still have not been notified as to the disposition and status of our claim. We have over 100 pictures of the damage and poor packing/mishandling of items. We need your assistance in resolving this issue, seeking reimbursement for damage as it does not seem that there is any sense of urgency with the company. Registration for the claim is 221360. The person currently handling the claim is: Lynn G******* Director of Claims Berger Transfer and Storage 2950 Long Lake Road St. Paul, MN 55113

  

  Business response

  07/22/2021

  Thank you for the opportunity to respond to Mr. G*****’s complaint. Our Customer Rescue team has thoroughly reviewed the details surrounding his move, as well as the claim submitted. Please know that we are taking this unfortunate situation very seriously, as it is our intent to fairly settle Mr. G*****’s claim (currently being handled by Director of Claims Lynn G*******).
  
  We initiated a trace at all involved locations for items that did not check off at the time of delivery. Unfortunately we have not located any missing items at this time; however, we are continuing to sweep our warehouses in an effort to locate those items. In addition, Mr. G***** has filed two claims for damage and a repair firm has been sent out for both claims.
  
  We have been in regular communication with Mr. G*****, providing updates and requests for additional information as needed to settle. Lynn spoke with Mr. G***** on Wednesday, July 21st and provided a status update and plans to move forward. We will be sending a breakdown and check at the end of next week for items that can be settled thus far. Mr. G***** is aware that we have continued our search for missing items. In addition. We have explained that until we have a final claim, we are unable to settle and determine the extent of the missing items. We have been able to cross-reference and eliminate some items from the list of missing, as they are listed on the claim form as damaged. Mr. G***** felt he could have a final claim submitted to us by September 1st.
  
  We truly apologize for the inconveniences and frustration Mr. G***** has experienced post-move, and we remain committed to working with him throughout the entire process until settlement is complete.

*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. ↩