Alliance Moving Services Inc.

Started with a general internet inquiry. [redacted], salesperson for Alliance Moving Services, responded by phone and said all of the correct things. (I never noticed that he only would correspond by phone until after the fact). Of course, all of the things that I wanted him to say (and believed) turned out to be lies, so if you're told to expect a call a couple of days before your "move window" letting you know which day the movers will be there, you won't get a call and the company will deny any responsibility for giving you a call. If you're told that your stuff will show up in 2 (or even 3) days, it's a lie. The contract that you'll sign will give the company 21 days, and they intend to take all of it.
I spoke with the company over a dozen times, starting 4 days before the move, when [redacted] promised we'd get a call. They could tell us nothing in advance. We were told that the day before the move, the mover would give you a call. At one point, I spoke with [redacted], supposedly the [redacted] of the company, and he told me the moving company would not be able to move us in the "move window" which was in the contract. Instead of remorse or an apology, I received instructions of what I should say to the new buyer and the closing company about needing a few extra days. Suffice it to say, we were not given a few extra days, we had to rent a separate [redacted] and move ourselves into the [redacted], and then wait for the movers to show up a day late.
When the movers showed up a day late (the movers hired by Alliance because, I suspect, other plans had fallen through) they were out of Dallas, and instead of taking our furniture to WI, which was what [redacted] committed to over the phone, they were told to take our belongings back to Dallas, and then move them up within the next 2 - 3 weeks. Because we were outside of the contract (they showed up a day late), and because we had already packed everything into a [redacted], we decided to move ourselves.
Alliance then threatened to withhold our downpayment because - according to Alliance - we refused the attempt of the movers to move us on the contracted day. Here's what happened - after we loaded our own [redacted] and went through closing on the house, we received a call from the movers at 8pm. They had just arrived in our town with another load, would need 2 - 3 hours to unload that load, and then would be exhausted. They asked if it would be okay to move us the following morning. At this point, it didn't make any difference to us, so I approved their request.
Alliance is taking the position that since I did not insist that the movers move us at 11pm at night, I was responsible for the day delay. Be very wary of this company - trust nothing that is said, and read your contract very carefully. The company knows this contract well, and will constantly throw the contents back in your face, and takes absolutely no responsibility for anything their salespeople say.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The fact that alliance never told us about the 3% charge or even mentioned there may be a possible charge is not good business practice. Being dishonest with customers is also not very appropriate for a business.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,      [redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]...

Alliance Moving Services is a booking agency for many different motor carrier's. All of the carriers within our network are licensed and insured. They have to be. This customer is seeking to file a claim against the carriers cargo insurance. This carrier, like many others offered third party insurance claims services. Because the customer has concerns about not being able to get back to where her goods are at, we are offering to her that we will handle claim for her. The third party insurance claim services ask for claims to be filed within 90 days of completion of the move. By having us handle it, we will give her more time to file the claim. She can go there in the fall, call us and we will help process her claim. Unfortunately and unwillingly accidents occur and things to sometimes break during transit. We understand the customer has broken items. We are still not sure what items are missing. We are asking for a list of missing items and pictures of damaged goods so we can properly process claim. The customer may think this is ridiculous, but insurance companies take no risks, the claim needs to be filed properly in order for any compensation to be paid out. Customer does not have to provide exact weights of good, we will use Military industry standards for the weight of the goods.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
I have received my Back and waiting for the chair. Which they told already sent by truck. So I agree to close the complaint. Thanks you very much for taking my request and found the resolution.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 When originally discussing my change of inventory, I had given up some space because I was taking one less large dresser than originally planned. Your response to this was that you do charge more for more items (Understandable.. I never argued that), but you DO NOT reduce the cost if we have less amount of inventory than originally planned. That was my "economics" argument.
As far as inappropriate language and hangups go, its a he said she said at this point, so I am not going to waste my time with this issue other than researching your background and reputation which comes up with very negative reviews about your "customer service".
Finally and MOST IMPORTANTLY, THE MOVE HAS NOT BEEN COMPLETED. I HAVE NOT RECEIVED MY STUFF YET. My pick up date was September [redacted]. With today being October [redacted], that is ONE WHOLE MONTH and I have not received my stuff. So, again, you are caught lying with trying to claim that the move has been completed. My estimation that I was given was 2 - 8 days... The Revdex.com can do the "simple economics" on this one. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I checked local reviews and they were OK.We accepted their bid early because our move was critical. [redacted] told us all the right things we wanted to hear. We were moving my mother-in-law (**) from [redacted] to [redacted]. The scheduled pickup date was May [redacted] with a backup date of the [redacted] in case something went wrong, My sister-in-law flew down early to get things ready. Everything was packed ready to go on the [redacted] told us someone would call 24 hours before the pickup. We never got a call on the [redacted] so we called the on the **. We were told that a customer under estimated their move and the truck was full. So the best they could do was the [redacted]. However my sister-in-law and mother-in-law were flying out on the [redacted] evening. We had to get a relative in a few towns over to meet the truck on the [redacted]. Another company showed up ([redacted]) and demanded more money than we agreed to with Alliance. This is were we leave off Alliance an pickup [redacted]. They were also pretty poor. By the way we are missing a floor lamp on the move since this load was promptly put in storage on the [redacted]. (We found out that on the following week.)

Second response [redacted] to complaint ID # [redacted] The customer signed an agreement and the pick up window was May * – May *, 2015.  The agent carrier was there on time and completed the pick up as it was stated in the contract. We apologize for any inconvenience but with big interstate moves there are variables that we cannot control. The truck had issues while driving to the pick up destination but we were still able to service the move within the time specified in the contract. The agent carrier did the correct packing. They were at the customer’s house longer than usual however they were getting the job done on time. According to term #6 of the contract the delivery must be made within 21 business days of the shipper’s first available delivery date. The goods were moved within the guidelines of the contract. The customer may file a claim through the agent carrier’s insurance.
The move came with standard cargo protection which covers up to $10,000 based on $0.60/lb. per article

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I am completely aware of what I signed electronically. The problem is that Alliance has unethical work practice resulting in scamming customers.  Therefore, I am entitled to a refund of my deposit. The first representative I spoke with, [redacted], only asked a FEW questions; how many bedrooms, garage, large items, etc.  He provided me with an estimate of the number of boxes I would need.  He gave me a quote and told me, several times, that the quote would not change.  He went as far as to say that trucks are not weighed after being loaded.  I HAVE AN EMAIL CONFIRMATION OF THIS STATEMENT.  On two separate occasions , I requested a visual inspection because moving and estimating how many boxes is not my job; therefore, I am not qualified to give an estimate.  He told me that Alliance does not provide visual inspections. Three (3) days prior to the move, I received a call from a different individual who wanted to go over my pending move the following Monday.  He was EXTREMELY detailed.  He asked me questions, room by room, including the garage.  He wanted to know EXACTLY what items were to be shipped.  Subsequent to my conversation with him he told me my quote would increase by approximately $1,000. The practice of low balling quotes that Alliance uses is unethical to say the least.  [redacted] should have been just as thorough in asking the questions and providing me with a more accurate quote or should have called at least seven (7) days prior to the move to give me, the customer, more accurate information; thereby giving me the option to continue or cancel.  Instead, they waited until it was too late for me to do so.  Alliance hides behind its contract, the only excuse they can give me is that I signed the contract.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

That's fine. I give up. They will tell you anything to get that electronic signature and down payment. I was told by [redacted], who is no longer with the company that they were flexible with the date. Lesson learned.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

2nd response to [redacted]  Complaint ID: [redacted]
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]    
ff. The agreement also states the weight and volume of the move that was reserved. The customer reserved 5,097 lbs / 728 cubic feet.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Unless the company starts recording calls they can not 100% know that their representative did the right thing the othe company in question does and offered a full refund due to the lack of professionalism displayed by allied moving services, from being rude to hanging up on my wife. The other company was more than willing to help make it right even allowing a full refund and assisting my wife with going with allied. All we want to resolve this is the refund if their policy is seven business days then why not call within that time frame to allow the customer to cancel unless they know that the customer in fact will be out the deposit and thus calling after the cancellation time period. Bad business practice and moving is hard enough with out being taken advantage of.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In response to [redacted] complaint # [redacted]
      Alliance Moving Services does not deceit customer to obtain business. The few times our customer's have had us mistaken Alliance Moving Services with [redacted], they have realized we are not when we...

they receive our estimate via email and see our logo at the top of the page. So no, we do not even attempt it because that would never work out. The times it has happened, it has been an honest mistake by the customer. The names sound similar but they are different. Our representative [redacted], which is his real name, is one of our newer estimators and was confronted by the training manager in regards to this situation. [redacted] did not use deceitful practices when booking [redacted]. Our representative presented him self as [redacted] from Alliance Moving Services. Mr froyd proceeded to tell [redacted], "I have moved with you guys before". Our representative's response to that was, "Oh well that's great!" and he went on to explain services, obtain furniture list, provide price and collect deposit if customer elects to book. Our rep, [redacted] never advised or told [redacted] that he was indeed a returning customer, [redacted] is the one that mentioned that. Alliance Moving Services has plenty of returning customers and those returning customer's tell us they have used our services before. Our rep just thought this was just another returning customer advising us that he has used us before. [redacted] who is a newer rep has no bad intentions. Either way the customer is eligible for a refund for cancelling outside of 7 business days from his first load date. We don't understand how the customer went on for two days without knowing he signed up with Alliance Moving Services. [redacted] booked with us on 8/*/14, he SIGNED the agreement that says Alliance Moving Services all over it on 8/*/14, and then on 8/*/14 he calls in upset saying we lied to him. There is no reason he needs to call VISA, if he read any of his agreement he would know that he is eligible for a full refund of his deposit and that refund could take anywhere from 5-7 business days to process. That is our maximum time out merchant takes to process refund. Normally it only takes about 1 business day. The customer called in yesterday morning to cancel, and by end of business day yesterday the refund was processed and the customer was sent an email confirmation advising of the refund transaction. Here is the refund transaction ID from our end. Alliance Moving Services offers refunds to customers immediately when due and stick to the policies in our customers agreement in a very strict manner.
[redacted]
ACCT  
REFUND: Transaction [redacted] has been successfully ACCEPTED by the system.
Below is a summary:
[redacted]

2nd response to Thomas Duff Complaint ID [redacted] The customer was aware of the payment terms. It is twice on the contract. see below. The terms for payment are explicit. Postal money order or cash. The carrier requires the payment to be in postal money order or cash. The contract was signed and the customer agreed to all terms and conditions. The form of payment is a condition that has to be met. The agent carrier could have refused any form of payment that was not postal money order or cash. The agent carrier allowed the credit card payment but it carried a small surcharge. If the customer was prepared and had the correct form of payment this would not have been an issue.
[redacted]
below term #10 states
All final balance due’s are to be paid in money order or cash to the carrier prior to the truck being unloaded. If customer fails or refuses to pay balance due, carrier holds the right to warehouse or storage the household goods at shipper’s expense. For re-delivery of the warehoused or stored household goods, the balance due must be paid in full, including storage and re-delivery fees, prior to the truck loading goods from warehouse or storage and sent out for delivery
[redacted]

In response to [redacted] complaint ID # [redacted] On October **, 2014 the customer signed a contract with Alliance Moving Services. This agreement lists...

the inventory pieces that are to be moved. This inventory list was double checked by quality assurance on October **, 2014. The items to be moved were all correct and the move was ready to go. On October **, 2014 the agent carrier arrived to render services. The inventory was reviewed once again and the customer had more items than listed on the signed inventory list. Since there were more items to be moved it changes the price. On the contract it states: “If there is an increase of items, packing services, weight/volume or labor services added at the origin or destination to those quoted in this agreement, the customer may be charged for those services at rates uniform with the carrier’s tariff.” Term #4 of the contract states: “Upon carrier arriving within the two (2) day pick up window ready to render services agreed on original order, if customer has more items or more services than what was on the original estimate and customer does not allow carrier to perform services, or refuses carrier’s services that was originally signed and agreed upon by customer, customer understands that he or she is forfeiting the deposit made for the services and that refunds under these circumstances will not be made. If customer attempts to or agrees to make a deal directly with carrier, and the customer does not advise Alliance Moving Services Inc. of such actions, he or she will forfeit deposit and no refunds will be issued.” On November **, 2014 we spoke directly with the customers bank and explained the entire contract. The bank understood the contract and realized that the customer has no basis for a refund. The customer was trying to get more items moved for free. That is not allowed.

In response to [redacted] and [redacted] complaint #: [redacted]
                Alliance Moving Services provided [redacted]...

[redacted] an estimate for [redacted]’s move on 4/**/14. He booked a last minute to move on 5/*/14 - 5/*/14.There is always very small limited truck space when booking a last minute moves. Below on the signed agreement, you can see that the estimate was for $1,597.19. After providing us with a detailed furniture list, the estimate came out to 2,333 lbs (333cf). The customer elected to place a deposit of $505.00 and was asked to read, review and sign the agreement that was sent to him. The customer was not informed by us that we are a motor carrier. Alliance Moving Services is a booking agency. Alliance Moving Services did not receive a call from the customer when reading in the agreement that we are a booking agency. In fact the customer did not have any complaints about deceitful practices until [redacted] was called by our Quality Assurance department. During the quality assurance call to [redacted] we make sure the customer has 50% of the balance due ready for the carrier at pick up and delivery, make sure they understand their packing requirements so they don’t incur additional charges if packing services are not included, and during this phone call we also go over the inventory list that they provided and signed for already. If the customer needs to make any changes to their inventory or order, we urge them to make the changes now as we can provide discounted rates and a binding estimate if they provide us with an accurate list. Any overages on move date are taken care of at full tariff rates. During the QA call, [redacted] advised out representative that the list is missing 20 additional boxes, headboard, and a dining table. Medium boxes are in the system for 31 lbs so for 20 boxes that is 620 lbs. Plus the headboard(105lbs), plus the dining table(210 lbs). If you add that up the customer added 935 lbs equivalent to 133 cubic feet of space.
[redacted] is complaining that when he was contacted with pick up details and that we changed the price on him. The customer fails to disclose in their complaint that the price changed because they added over 900 lbs of inventory to the order. We do not want to add to inventory last minute, we do it if we have to but it could affect other customer’s space on the truck. Being the good company that we believe we are, we advised the customer that we cannot have the motor carrier do more work on this move for the same price. They will refuse the work if we do that. We decided to add additional discounts for the overages to help them out. The customer booked at forty ($0.40) cents per pound. We lowered that to .37 cents per pound for them. The customer added 935 lbs, plus the 9% fuel. That equals to: $377.08 for the additional weight they added. On top of that we advised customer that we can take care of the overages they added for $250.00 more and call it a day. That is adding 40% more inventory with only a 15% price increase. Estimate went from $1,597.19 to $1,847.94.
[redacted] was not happy after the price increase. He and [redacted] called back and requested the price go back down to the original price. The only way for us to do that is to remove the additional items. When we advised him that we would remove the additional weight for the price to go back to the original estimate that is when [redacted] lost it and cursed everyone out here at the top of his lungs. [redacted] did not get hostile with us. She just wants her goods moved, and we just want to service the move for them. But just like in any other line of work, if you do more work or put in more time than contracted for, you expect to get paid for it.
[redacted] then requested to cancel his move. This took place on 5/*/14, just days before the move. We advised customer that due to the company refund/cancellation policy, the deposit is non-refundable for moves booked or cancelled within 7 business days of original load date. The company cancellation policy is in the agreement three (3) times to make sure customers don’t miss it or misunderstand it. Customer continued to F-bomb everyone he spoke to at the top of his lungs. We later confirmed with [redacted] that they are not moving forward with the move. We sent them an email advising them that the move has been cancelled and that we recommend they place the move on hold instead of cancelling and forfeiting the deposit.
The customer’s desired outcome is not possible. We did no wrong doing. When the customer cancels a move last minute, just days after getting the job properly dispatched, it inconveniently alters the route, which causes dispatch issues, and causes the booking agency and carrier to lose out on time and money, as the move is only a success when the customer gets delivered. We apologize for any inconvenience this may have caused the customer, he or [redacted] can call in for any information they may need in regards to their account. The number is ###-###-####.

In response to [redacted] complaint ID # [redacted] The quotes provided to [redacted] were emailed to [redacted]
16pt;">The full contract was emailed to [redacted] through that email and it was signed and returned correctly. It was signed on Monday, 10/**/2014 - 15:00:15 EST. Below is the electronic signature confirmation. [redacted]
*  [redacted]   On October **, 2014 the customer is contacted by Quality Assurance department and is asked if the inventory is correct. The customer stated that more items were to be moved. The new items were inventoried and the total price increased due to more items being moved. The customer said that they did not want to pay more. However, we would still transport the items that were on the signed contract. The customer said that they prefer to cancel to move. We advised that by cancelling within seven (7) business days, the deposit will be forfeited. [redacted] states:      “From what I remember, the cancellation policy stated that if the move was cancelled within 7 days I would forfeit the deposit and that I had to notify them in writing” This statement is correct! This proves that the customer has read and was aware of the cancellation / refund policy.  Moving date on contract: 10/**/2014 Customer cancelled: 10/**/2014 No refund can be issued because it’s in the terms of a signed and agreed contract. The cancellation policy is on the signed contract 3 times and printed in red ink. ·      It is in red ink near the beginning of the contract ·      It is on the credit card receipt ·      It is on the Electronic Signature  (see complete contract) Company Refund /Cancellation Policy: [redacted] Complete contract agreed and signed by the cardholder
 
 
 
[redacted]
 
[redacted]
 
[redacted]

In response to [redacted] Complaint ID [redacted] On the signed agreement it states the payment terms. Payment Terms:
Roman';">Deposits: minimum 25% of move. Minimum deposit: $400 50% of balance will be collected at pick up by carrier in Postal Money Order, or Cash. (carrier may hold the right to collect up to 70% of balance at pick up) Remaining balance is due at delivery to carrier in full by Postal Money Order, or cash prior to unloading household goods. If payment is not made in full at delivery prior to unloading, the carrier holds the right to place goods in storage until payment is made in full including storage and re-delivery fees.
The carrier is expecting to get paid cash or money order. It was the discretion of the carrier to include a 3% surcharge. The carrier will accept credit cards. We advise all customers to pay cash or money order.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They are still lying because , I did not give the wrong zip code because it was never asked for! He asked for the three digit code on the back of my card .. I gave it too him , he then requested it again because he said it was wrong! I said if was wrong it would not have gone though my account nor would it have been pending ...I am not an it as they think!.. I was sitting watching the transaction take place on my account as it happen ,also got two text messages on my phone for the withdrawal's .I told [redacted] he had took to two deposits out and he acted like it was nothing.. Yes he said it would fall off .. but I didn't believe him because I knew they wouldn't..because he also had said what does it matter you are going to be spending the money with us anyway!  I went to my bank and talk to the [redacted] who in turn agreed  that it would not have fallen off because it was pending to pay out both $400.00 paymentswhich would total $ 800.00  and woud have to request for Alliance Moving Services Inc. to issue me a refund..which I whole heartlly doubt ,just from this situation.. Well if they are a legit Company then they need to the right thing! They are not moving Company only Broker's .. I am not issue interested in doing business with anyone that can't provide great service ! As far the moving Company and the Driver they both call me on Thursday and Friday still trying to get me to use them and asked me why did I go through broker's and not directly with moving Company? I told [redacted] That I was not aware they were Broker's until after the fact! I also asked him why did he tell them I was ruded to him when I called him.. He said he did not tell them that I was rude to him ..he asked them why did they give me his Cell phone #...Because I asked [redacted] ( is this a moving Co...[redacted] replied Yes.. I asked why are you answering the that way..[redacted] replied because this is my cell phone .. I said this is the # Alliance gave me ... He asked why did they not give you the office #.....I said you will have to ask them that!. On Friday [redacted] called me back I said if I wanted To still use His Company I could go on His website check it out and let him know...I told I was already in Ga because and that I would get some my Church member's to help me..Alliance Moving services Inc..Still lie!! What goes around comes back too you!
 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Alliance never disclosed in their conversations that they are brokers and not the carriers.  Their customer service agents were rude in each interaction after my first payment. Their statement mentions they are not responsible for their agents, I am not certain how can they not be responsible for their own agents and services provided . The conversations are not recorded therefore their agents take liberty to misbehave . Also if they give a binding estimate then how did the price change once the carrier picked the furniture. There has to be a more transparent way to provide binding estimate which does not change at time of pick up. I don think customers would have an objections if they would stop by ,look at the furniture to give a more realistic binding estimate.
Secondly they are moving company/brokers therefore even though the contract's fine line says that there are variables including weather ,distance and other pick ups during the journey ,it should be verbally conveyed to customers at the time of pick up .
Cost and time of move are the two most important factors for customers . Alliance, [redacted] or the third carrier locally in MAryland were very vague about delivery right from the beginning. If a customer is informed that it may take up to 28 days for delivery then they would make arrangements accordingly. Everyone does not move everyday therefore grievances arise from lack of communications.
My frustrations is due to mismanagement. Moving companies nationwide have to make it more smooth for consumers esp because they are the experts and deal with multiple consumers .
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]