Complaints

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:11/15/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

   
  Complaint: 18407829
  
  I am rejecting this response because: *********** is refusing to refund a claim that was already justified and settled. Please see attached documentation. More information can be provided if necessary
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/08/2022

  First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.
  
  Customer reached out and booked a move on 8/26/2021. They reviewed electronic order for service (that included terms, conditions, and possible service fees) and signed it (see attachment 1: "Signed Printed Estimate"). Our customer service followed up with multiple emails and phone calls going over terms and service charges (see attachment 2: "Pickup Confirmation email"). On 9/9/2021, day of the move, prior to loading, client reviewed and signed revised estimate, bill of lading and supplemental paperwork. On 9/28/2021client's shipment was delivered to their destination. On delivery, customer could not provide access to the large delivery truck, and a smaller shuttle truck was used for the shuttle service. A shuttle service fee was added to the client's bill in accordance with the signed contract and with client's approval. Client paid for the shuttle fee at the time of delivery. Per agreed terms, shuttle fee is charged if specified delivery location cannot accommodate a delivery truck and a smaller shuttle vehicle needs to be used (see attachment 3: "Bill of Lading" section 3 "Disclosures", paragraph 3 ******** Services"; and attachment 1: "Signed Printed Estimate", page 2, ***************** section). Since shuttle service was provided, the applicable charge cannot be refunded.

  On 9/28/2022 client reached out and notified of a damaged item. Per contract signed by the client, they elected basic valuation coverage. A claim form was sent to the client. 
  

  All the terms & conditions governing the move are in the paperwork that the customer and the carrier sign in acknowledgement to have read and understood.
  

  We regret that the customer found it necessary to file a complaint, but we trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  Date:10/14/2022

  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.

   
  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.
  
  Sincerely,
  
  ***************************ere other missing TV of other customers.This appears to be theft as they knew exactly what boxes carried expensive and valuable stuff. Please warn customers not to get conned by these business that is not transperent. The bill of lading I hold have different name and address while the one they submitted at claim have a different name and address.

  Business Response

  Date: 10/14/2022

  This is not our client please contact the client to verify 

  Business Response

  Date: 11/09/2022

  First, we would like to apologize for any inconvenience that the customer may have experienced during her move and the claim process.  It is never our intention for our customers to be less than satisfied with our services. 
  We originally sent the client the wrong paperwork which we apologized for and corrected the mistake by sending the correct paperwork.  
  We are still tracing the lost items and as soon as we  recover them we will communicate with the claims company and the customer. 
  We regret that the customer found it necessary to file a ******************** complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  

• Initial Complaint

  Date:10/11/2022

  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.

  If youre looking to pay someone to rob you, these are your guys! This company needs to be shut down. This was the single worst experience working with a company in my life. To start with, I was given 12 hours notice on ways to pay them. They don't accept card, only cashiers check specifically from the ***** cash or Zelle. The salesmen lied to me and said I could pay with card. So on the day I'm supposed to be finishing packing, I'm running all over town trying to get a cashiers check or find an atm that will let me pull out almost 2 grand! Then they show up, don't list several of my items despite telling the guy! My desk was not on the reciept and big surprise, if never came. They told me 30 days. 4 months later they shoe up with about half of my belongings. The ******* doesn't speak any English which I believe they do on purpose so when you do complain about how half your belongings are missing, they fall on Def ears. They then told me if I didn't sign the paper saying they dropped my stuff off that they would take it back despite not bringing half of my belongings! Then I tried contacting customer support for help but they don't answer their phones. Probably because they would be getting a lot of complaint calls. When I filed my insurance claim, it was rejected because I didn't have pictures of each individual item they stole from me. Spent over 3k to use them and lost another 1k+ in items they stole from me. It is absolute lunacy that these thieves are still in business. Do yourself a favor and get a uhaul. Disgusting practices.

  Business Response

  Date: 10/21/2022

  First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.
  
  
  Per our Estimate and Bill of Lading governing this move, we have up to 21 business days from our first available date to deliver the shipment.  Although we work very hard to meet our customers requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable.

  We understand that the delivery time can be very stressful and chaotic. However, when the movers are ******* to bring furniture and boxes into residence, they still need the customer to sign the documents which is when the control is given back to the customer. At that point, the customer can require the movers to help identify items by their stickers, and count for boxes.  It may not be the easiest task to complete and that is why the customer has 9 months to file a claim.  However, that does give the opportunity to check main items and at least count them to verify quantity. Damages can later be documented by supporting pictures.  At all times, such movers behavior should and must be immediately reported to main office even if by leaving a message after hours.

  A brief review of the inventory sheets reveals that the customer did not make any notations indicating any loss or damage to their goods as it is required to do at the time of delivery. Once the customer contacted us we immediately referred them to our claims company CSI to file a claim for loss, damage, delay, overcharge or complaint. The customer filed the claim and compensation was offered based on our legal liability within the time frame allowed by law.  

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  Date:09/24/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 18125198
  
  I am rejecting this response because: They did not tell the truth. They lied and said the truck was late because the driver was in the hospital with COVID and then got caught in the lie when ******* the customer service rep said the truck broke down. Additionally, they reached out with a notification of delivery window less than 12 hours before at first giving us a time frame of 1-6pm and then less then an hour later Allstate changed the window to ****AM and said if we were late they would charge us $175 an hour. That is unethical business and caused severe emotional and time stress. 

   

  The company also broke over $1,000 dollars worth of belongings and had other customers belongings mixed in with ours. 

   

  The fact that the BBB allows this company to remain in business is pathetic. I will be going to NPR, local and international news with the horror stories I have collected on this company and even some of the things the movers have told me about this company if they continue to act like they were in the right with this situation. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/29/2022

  First, we would like to apologize for the inconveniences that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.

  Unfortunately delivery of the client's shipment was delayed due to unforeseen situations that were relayed to the client directly. We deeply apologize for the caused inconveniences. **************** reached out with delay notifications and status updates throughout the process. Client was updated with a 3-hour delivery window a day in advance. On the day of delivery a waiting fee until 1pm PT was waived. Following the delivery a claim form was sent to the client with instructions about seeking compensation for damages or delays. We deeply apologize for the stress caused by this situation to the client and hope we can help minimize the inconvenience moving forward. Please reach out to our customer service or to our claim processing partner CSI directly ************* or ******************* for further assistance.

  We regret that the customer found it necessary to file a complaint, but we trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  Date:09/12/2022

  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.

   
  Complaint: 17918639
  
  I am rejecting this response because:it's not correct on the history of ****** lengthy for many months post delivery containing damage to property on the *** claims. *** after evaluating all details on both sides said that Allstate Moving owed me an amount of money for the damage that was over $200 and Allstate Moving quickly denied this pushing me off for more months. Then in Allstate Moving's zero care for the customer after they provided a poor experience had me go through the escalation on the claim that brought me nowhere yet again for months.
  
  Now quite some time later after I brought Better Business Bureau into the matter I've been given a small offer of $270 I've yet to respond to from Allstate Moving on Sep. 9th, 2022 after their late delivery of January 24th that I had to call and email so many times just to get them to complete. The damage to my property with severe delays is worth more then $270, so I kindly ask Allstate Moving in my tenth chance to strongly consider proposing a fair larger offer to settle this move, so both sides can properly move on with Allstate Moving fixing this poor moving experience with a customer.
  

  
  
  Sincerely,
  
  ***********************

  ll of the damage to my property.- Order / Job No: ******* - Late delivery of all items on 01/26/22 with destructive damage to an entire bookcase including all shelves, a painting, two different books, an ocean fishing rod, and another painting

  Business Response

  Date: 09/21/2022

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

  Per our Estimate and Bill of Lading governing this move, we have up to 21 business days from our first available date to deliver the shipment. The customer gave 12/14/2021 as the first available date as per the paperwork signed and not the date stated in the complaint.  Although we work very hard to meet our customers requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable. 
  
  Once the claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law. After the adjusters analyzed the claim, the customer was sent the settlement offer which they rejected and highlighted in an email to CSI  that they would only settle for $270.00.  We sent out a settlement offer of this amount to the customer and the customer is yet to sign the release form. 

  We regret the customer felt the need to post this complaint and trust they are now able to better understand our position in this matter.

   

  Business Response

  Date: 09/29/2022

  We are sorry to see that the client found our previous response unsatisfactory. It is never our intention for our customers to have a less than satisfying experience.

  
  It is far from our normal expectations and in most cases our deliveries are completed in a much faster fashion. However, considering the small shipment size, destination and the approaching holiday season, the client's contract allowed up to 30 business days to complete delivery from the first available date indicated by the client (12/14/2021), and with the delivery completed on 1/27/2022 (business day 29 excluding weekends and holidays) it fell within the indicated window. While we understand client's frustration with the situation, we would like to remind that despite stated above, our customer service already extended an additional $200 discount to address client's non-satisfaction with the delivery timeframes (which the client accepted).

  Following the delivery per client's request and in accordance with regulations, a claim form along with instructions and contact information of our claim processing partner was issued to the client.
  
  Their claim was processed and a settlement in accordance with the client's contract and regulations was offered.

  Attached:

  1) Bill of Lading (see top right corner for the first available date requested by the client; see section 3 "DISCLOSURES", section 2 "Agreed pickup/delivery periods" for the delivery window).

  2) Email acknowledging additional $200 discount following conversation with customer service before the delivery.

  3) Valuation Addendum.

  We regret the customer felt the need to post this complaint and trust they are now able to better understand our position in this matter.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 17918639
  
  I am rejecting this response because:it has incorrect details yet again given by Allstate Moving to a customer frustrating them even more after a terrible delivery experience full of property damage that's worth more then $200 with all of it's damage if the moving vendor even cares. Once again, hired third party *** Pros agreed to and told Allstate Moving to settle over a payment to the customer for damage to their property they refused. Then as Allstate Moving, Better Business Bureau, and *** Pros can all see in the claim, escalated claim, and claim rebuttal records didn't agree to pay the smaller amount *** Pros asked them to. After rebutting the *** Pros claim a second time and bring Better Business Bureau into this escalated claim finally got Allstate Moving to apologize and offer the customer a small payment for the damage 10 months after all items to be moved was picked up.

  Not only was a I never given a $200 discount in this moving transaction, but experienced both on the loading date and around delivery date the cost for the move was greater then what sales company representative "moving specialist" ****** quoted me for this job. Yet again there's documentation to prove this both sides have access to.
  
  I'm tired of this poor moving experience dragging on with Allstate Moving not fixing the property damage or moving experience with a customer. Let's peacefully prioritize customer service and experience settling on a fair payment for the damage to repair this transaction and finalize it.
  

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm creating this post in hope AllState Moving will do the right thing and repay me for the items stolen during my move. Items are listed below:1. 7 FT Tall Antique BookShelf 2. 3 - Boxes containing family heirlooms, camping supplies and clothing. Here's the issue, I've followed all the rules and processes but the way Allstate's business operates ensures that you will never be re-paid for the items stolen and there's no way to retrieve them either. For the past month I've been working with their outsourced claims company CSI. They ask for the documents Allstate gave to me. I upload them but it's not enough even though they are the exact documents being requested. CSI refuses to take phone calls so this is all done over email without reply have the time. Allstate moving company is also useless and will just point you to CSI. There is easily $4000 worth of items missing and I am almost certain we will never see those again. For the next part, the initial cost scam. When I was sold this service over the phone, the phone rep quoted me **** total for the whole move. I thought that was reasonable. By the end of the service, my moving bill was over $6000! There were so many uncharges and hidden fees that honestly make this a scam of a service. Not only did they over charge me but they stole some of my most valuable belongs and will refuse to refund a dime. If you're considering using Allstate moving, CSI or AEY Moving run for the hills. You will be SCAMMED!IF you're reading this and you're a decision maker at these orgs, please reach out and make this right. I will retract this post if you do the right thing. Someone in your business is getting very wealthy off the hard working and honest people that use your service. - *************************

  Business Response

  Date: 09/19/2022

  First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.

  ****************** ***** reserved their move from CA to MO with AEY (broker) and Allstate Moving provided transportation services. Original phone estimate provided by the broker accounted for estimated 392 cu ft (based on the inventory provided by the client that included 38 pieces) of reserved space and no additional services or packing. On 7/8/2022 (pickup day) client added extra pieces to their inventory (66 total items instead of 38 originally requested (see attachment 5 AEY ESTIMATE and attachment 6 INVENTORY) and also required packing (2 wardrobe boxes, 1 mattress cover, 4 shrink wrapped items; see attachment 3 PACKING MATERIALS) and additional service (3 extra flights of stairs). A revised estimate for 550 cu ft and $6051.25 (with a $1000 discount applied) was presented and explained to the client (see attachment 1, REVISED ESTIMATE). Client reviewed, agreed, and signed the revised estimate before the move. Final shipment took less space than estimated (530 cu ft) the total was lowered to $5785.50 (see attachment 2, BILL OF LADING).

  2 days after the client's shipment was delivered they reached out and reported a "7 foot tall bookshelf" missing.  **************** representative reached out to facility and a driver in attempt to locate the missing item. And provided the client with instructions and a link to a claim form with CSI (claim processing partner) to allow them to file a proper claim as required by law.  The customer was sent login information on 08/17/2022 (see attachment 4 CLAIMS EMAIL) in order to file a claim online. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint.  All the above can and must be compensated through the claims process as required by federal regulations and in accordance with the selected coverage option.

  We hope that the client will revisit the instructions or reach out to our claim processor or customer service (depending on the issue) for additional help to complete the claim form in accordance with regulations.

  We regret that the customer found it necessary to file a ******************** complaint, but we trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  Date:08/15/2022

  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.

  I've attached the moving contract from Allstate Moving in ********, **. However, their headquarters are located in King ******* **********. For your information and to be clear, our stuff is still in ****** - it has been in unwanted "storage" in ****** for over 40 days since they took our belongings. We have been without any furniture or "stuff" in ********** since the moving company took our stuff.We paid them $2522 upfront and they only took cash or Zelle. The problem is that while the customer representatives told us that our stuff would arrive (from ****** to LA) in around 2 weeks, our stuff did not even leave ****** and was stored in storage since July 1, 2022. It has been over 40 days since they took our stuff, and we have been living without any of our furniture/belongings for over 40 days. We also have a 2 year old kid who is very disappointed/bored without any of her toys/bed/etc. When we call them about this issue, they always just delay more telling us that they will give us a call back when they get "updates" (or never do) and/or just simply don't pick up or give a call back even after we leave voice messages.We really need your help in resolving this issue. We would either like our money back and would like to get our stuff back from them or would like the services to be expedited asap with a responsive and responsible customer service. Thank you so much for your help in advance.

  Business Response

  Date: 09/19/2022

  First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.

  
  The client's shipment was delivered on 8/28. Allstate Moving's MA facility proceeded to expedite the already delayed shipment shortly after hearing from the client. Communications about client's delivery status were emailed on 8/11 and 8/15 (see attached). We apologize for the delay and inconveniences caused by it.