Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Allied's intention is always to keep the transportation of their international shipments as simple and care free as possibleWe are however subject to the laws and regulations of the country the shipment is coming or going intoWe do inform the customers about the requirements, restrictions, and limitations of the country they are being transfered toFor whatever reason, this particular shipment was put into quarentineAt that point it is out of Allied's handsAustrailian officials do not follow the agreements we had with our customers concerning delivering everything contained in the lift vanIf anything were to be missing or broken, the customer should file a claim, which they are intitled toIn this particular shipment, we were actualy under the estimated charges, even after the addional coverage was added to the costsWe feel we did our bestThe only issue was caused by the controling governmentAt that point we made a good will offer to help reduce the stress caused by the shipment going into quarentine Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Allied was never "under the estimated charges" so I don't know why they are stating that in their reply now or to what they are referring We purchased a service based on the assurance, as stated in an email from them, that our "liftvan will stay intact and will only be opened and unpacked at time of delivery"They are now not addressing the fact that they outright liedThe fact that we were never informed that control of our shipment was "out of their hands" once it left the country and they told us exactly the opposite is and misleading business practiceWe were advised that our shipment could be inspected by customs and quarantine but were never informed that that would mean our liftvan would be unpacked completely before it reached the final destinationIf Allied could not deliver their services as promised due to "government actions out of their control" we should have been informed of that before we purchased their services so we could take that into considerationAllied need to be accountable for what they tell customers and not be able to promise anything just to get their business with no consequences We watched the Allied movers pack our boxes into the liftvan and they placed heavy boxes on the bottom and lighter fragile boxes on topWhen the boxes arrived at the final destination loose in the delivery truck, the boxes were stacked several high with the lighter fragile boxes on the bottom and the heavy boxes on topMany were crushed with the seams and corners busted open and we have photos documenting the damage, how it was packed in the liftvan and in the delivery truckEven the local delivery men were surprised at the condition of the boxes and said they had been packed poorly at the originWe paid Allied for a full pack with door to door service so it it is their responsibility to ensure our shipment was delivered correctly all the way to the final destination After several emails back and forth with Allied trying to get an explanation and resolution and then requesting a partial refund, they finally offered $dollars and then increased the amount to $for our inconvenience and stress and stated our cased was closedThis small offer in no way compensates us for the fact that they did not deliver the service as described and paid for nor the hassle of having to chase answers and a resolution for months after our shipment was delivered Final Business Response / [redacted] (4000, 13, 2015/09/15) */ The desire to keep everything contained in lift vans was a disire of Berger Allied and Lisa Atkins, however only verbal desire and not on a written contractThe fact that the lift vans were subject to customs inspections from the country they were entering was documentedYour frustration should be directed to the Australian governmentOnce they removed the items from the lift vans, they were note handled as we wouldYou have however purchased the Gold Plan Protection and are entitled to file a claim on any damagesAgain, we are only at the hands of a countries laws once it crosses our borders
On behalf of Berger Moving and Storage, I regret that you deem your move to be less than exemplaryWe are reviewing all the details and circumstances surrounding your move so we can ascertain any areas where we can make improvements Our claims department denied the property claim due to the parameters of when a property claims can and should be filedAs you have mentioned, the details of those parameters or process for property claims may not have been brought to your attention in a clearer fashionAt the time of this response, we have authorized a goodwill check of $for the cost of the wall repairs and Berger is working with the Allied Van Line furniture medic with regards to the floor damageWe appreciate your business and look forward to resolving all your inconveniences as best we can
Thank you for the opportunity to respond to this customer's complaintWe would like to apologize for the frustration the customer experienced post-move.The driver who hauled this shipment collected final payment from the customer via cashier's checkThe payment was posted as paid within our
system, but the physical check was never received by our accounting department for actual depositUnfortunately, the driver never submitted the check along with the paperwork and the check has been lost.Because the check was lost and not deposited, it alerted our Accounts Receivable department as money owed, so they were following the steps on inquiring about paymentWe understand the customer received multiple calls for our mistake and for that we apologizeWe have made sure the collection calls stopThere will be no finance fees charged as well as no legal action taken.We are working diligently, asking the bank to reissue a second check to replace the uncashed oneIf the customer would be kind enough to assist, it would make the process easier on our endIs there a preferred method of communication that we may use to speak with the customer? We would really appreciate the opportunity to speak with the customer as we desperately need her help in speaking with the bank who issued the checkThe bank is informing us the check has been cashed, but the only person the bank will release information to is the customerIf she could please call General Manager Greg *** at ###-###-#### to discuss and ask any questions, it would be much appreciated.We thank her for her business and truly apologize for the calls and inconvenience she has incurred
Initial Business Response /* (1000, 5, 2015/12/08) */
Thank you for the opportunity to respond to Ms***'s complaintHer claim was handled by Allied Claim ServicesI have been in contact with Allied Claim Services and they have agreed to accept liability for the damage to Ms***'s
sofaThey will work with her regarding this itemAllied Claim Services is also looking further into the missing table leavesThere are no table leaves on the inventories and the driver indicates that all items he loaded were deliveredAllied Claim Services will communicate their position regarding the claimed missing leaves once they have reviewed further
Thank you
Diane ***
Director of Claims
Berger Transfer and Storage
Phone) ***
***@bergerallied.com
Initial Business Response /* (1000, 5, 2015/08/17) */
Allied's intention is always to keep the transportation of their international shipments as simple and care free as possible. We are however subject to the laws and regulations of the country the shipment is coming or going into. We do inform...
the customers about the requirements, restrictions, and limitations of the country they are being transfered to. For whatever reason, this particular shipment was put into quarentine. At that point it is out of Allied's hands. Austrailian officials do not follow the agreements we had with our customers concerning delivering everything contained in the lift van. If anything were to be missing or broken, the customer should file a claim, which they are intitled to. In this particular shipment, we were actualy under the estimated charges, even after the addional coverage was added to the costs. We feel we did our best. The only issue was caused by the controling government. At that point we made a good will offer to help reduce the stress caused by the shipment going into quarentine.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Allied was never "under the estimated charges" so I don't know why they are stating that in their reply now or to what they are referring.
We purchased a service based on the assurance, as stated in an email from them, that our "liftvan will stay intact and will only be opened and unpacked at time of delivery". They are now not addressing the fact that they outright lied. The fact that we were never informed that control of our shipment was "out of their hands" once it left the country and they told us exactly the opposite is false and misleading business practice. We were advised that our shipment could be inspected by customs and quarantine but were never informed that that would mean our liftvan would be unpacked completely before it reached the final destination. If Allied could not deliver their services as promised due to "government actions out of their control" we should have been informed of that before we purchased their services so we could take that into consideration. Allied need to be accountable for what they tell customers and not be able to promise anything just to get their business with no consequences.
We watched the Allied movers pack our boxes into the liftvan and they placed heavy boxes on the bottom and lighter fragile boxes on top. When the boxes arrived at the final destination loose in the delivery truck, the boxes were stacked several high with the lighter fragile boxes on the bottom and the heavy boxes on top. Many were crushed with the seams and corners busted open and we have photos documenting the damage, how it was packed in the liftvan and in the delivery truck. Even the local delivery men were surprised at the condition of the boxes and said they had been packed poorly at the origin. We paid Allied for a full pack with door to door service so it it is their responsibility to ensure our shipment was delivered correctly all the way to the final destination.
After several emails back and forth with Allied trying to get an explanation and resolution and then requesting a partial refund, they finally offered $100 dollars and then increased the amount to $150 for our inconvenience and stress and stated our cased was closed. This small offer in no way compensates us for the fact that they did not deliver the service as described and paid for nor the hassle of having to chase answers and a resolution for months after our shipment was delivered.
Final Business Response /* (4000, 13, 2015/09/15) */
The desire to keep everything contained in lift vans was a disire of Berger Allied and Lisa Atkins, however only verbal desire and not on a written contract. The fact that the lift vans were subject to customs inspections from the country they were entering was documented. Your frustration should be directed to the Australian government. Once they removed the items from the lift vans, they were note handled as we would. You have however purchased the Gold Plan Protection and are entitled to file a claim on any damages. Again, we are only at the hands of a countries laws once it crosses our borders.
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. My desire was for the phone calls to stop and the company had agreed to do so.
On behalf of Berger Moving and Storage, I regret that you deem your move to be less than exemplary. We are reviewing all the details and circumstances surrounding your move so we can ascertain any areas where we can make improvements. Our claims department denied the property claim due to the...
parameters of when a property claims can and should be filed. As you have mentioned, the details of those parameters or process for property claims may not have been brought to your attention in a clearer fashion. At the time of this response, we have authorized a goodwill check of $150 for the cost of the wall repairs and Berger is working with the Allied Van Line furniture medic with regards to the floor damage. We appreciate your business and look forward to resolving all your inconveniences as best we can.
Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Allied's intention is always to keep the transportation of their international shipments as simple and care free as possibleWe are however subject to the laws and regulations of the country the shipment is coming or going intoWe do inform the customers about the requirements, restrictions, and limitations of the country they are being transfered toFor whatever reason, this particular shipment was put into quarentineAt that point it is out of Allied's handsAustrailian officials do not follow the agreements we had with our customers concerning delivering everything contained in the lift vanIf anything were to be missing or broken, the customer should file a claim, which they are intitled toIn this particular shipment, we were actualy under the estimated charges, even after the addional coverage was added to the costsWe feel we did our bestThe only issue was caused by the controling governmentAt that point we made a good will offer to help reduce the stress caused by the shipment going into quarentine Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Allied was never "under the estimated charges" so I don't know why they are stating that in their reply now or to what they are referring We purchased a service based on the assurance, as stated in an email from them, that our "liftvan will stay intact and will only be opened and unpacked at time of delivery"They are now not addressing the fact that they outright liedThe fact that we were never informed that control of our shipment was "out of their hands" once it left the country and they told us exactly the opposite is and misleading business practiceWe were advised that our shipment could be inspected by customs and quarantine but were never informed that that would mean our liftvan would be unpacked completely before it reached the final destinationIf Allied could not deliver their services as promised due to "government actions out of their control" we should have been informed of that before we purchased their services so we could take that into considerationAllied need to be accountable for what they tell customers and not be able to promise anything just to get their business with no consequences We watched the Allied movers pack our boxes into the liftvan and they placed heavy boxes on the bottom and lighter fragile boxes on topWhen the boxes arrived at the final destination loose in the delivery truck, the boxes were stacked several high with the lighter fragile boxes on the bottom and the heavy boxes on topMany were crushed with the seams and corners busted open and we have photos documenting the damage, how it was packed in the liftvan and in the delivery truckEven the local delivery men were surprised at the condition of the boxes and said they had been packed poorly at the originWe paid Allied for a full pack with door to door service so it it is their responsibility to ensure our shipment was delivered correctly all the way to the final destination After several emails back and forth with Allied trying to get an explanation and resolution and then requesting a partial refund, they finally offered $dollars and then increased the amount to $for our inconvenience and stress and stated our cased was closedThis small offer in no way compensates us for the fact that they did not deliver the service as described and paid for nor the hassle of having to chase answers and a resolution for months after our shipment was delivered Final Business Response / [redacted] (4000, 13, 2015/09/15) */ The desire to keep everything contained in lift vans was a disire of Berger Allied and Lisa Atkins, however only verbal desire and not on a written contractThe fact that the lift vans were subject to customs inspections from the country they were entering was documentedYour frustration should be directed to the Australian governmentOnce they removed the items from the lift vans, they were note handled as we wouldYou have however purchased the Gold Plan Protection and are entitled to file a claim on any damagesAgain, we are only at the hands of a countries laws once it crosses our borders
On behalf of Berger Moving and Storage, I regret that you deem your move to be less than exemplaryWe are reviewing all the details and circumstances surrounding your move so we can ascertain any areas where we can make improvements Our claims department denied the property claim due to the parameters of when a property claims can and should be filedAs you have mentioned, the details of those parameters or process for property claims may not have been brought to your attention in a clearer fashionAt the time of this response, we have authorized a goodwill check of $for the cost of the wall repairs and Berger is working with the Allied Van Line furniture medic with regards to the floor damageWe appreciate your business and look forward to resolving all your inconveniences as best we can
Thank you for the opportunity to respond to this customer's complaintWe would like to apologize for the frustration the customer experienced post-move.The driver who hauled this shipment collected final payment from the customer via cashier's checkThe payment was posted as paid within our
system, but the physical check was never received by our accounting department for actual depositUnfortunately, the driver never submitted the check along with the paperwork and the check has been lost.Because the check was lost and not deposited, it alerted our Accounts Receivable department as money owed, so they were following the steps on inquiring about paymentWe understand the customer received multiple calls for our mistake and for that we apologizeWe have made sure the collection calls stopThere will be no finance fees charged as well as no legal action taken.We are working diligently, asking the bank to reissue a second check to replace the uncashed oneIf the customer would be kind enough to assist, it would make the process easier on our endIs there a preferred method of communication that we may use to speak with the customer? We would really appreciate the opportunity to speak with the customer as we desperately need her help in speaking with the bank who issued the checkThe bank is informing us the check has been cashed, but the only person the bank will release information to is the customerIf she could please call General Manager Greg *** at ###-###-#### to discuss and ask any questions, it would be much appreciated.We thank her for her business and truly apologize for the calls and inconvenience she has incurred
Initial Business Response /* (1000, 5, 2015/12/08) */
Thank you for the opportunity to respond to Ms***'s complaintHer claim was handled by Allied Claim ServicesI have been in contact with Allied Claim Services and they have agreed to accept liability for the damage to Ms***'s
sofaThey will work with her regarding this itemAllied Claim Services is also looking further into the missing table leavesThere are no table leaves on the inventories and the driver indicates that all items he loaded were deliveredAllied Claim Services will communicate their position regarding the claimed missing leaves once they have reviewed further
Thank you
Diane ***
Director of Claims
Berger Transfer and Storage
Phone) ***
***@bergerallied.com
Initial Business Response /* (1000, 5, 2015/08/17) */
Allied's intention is always to keep the transportation of their international shipments as simple and care free as possible. We are however subject to the laws and regulations of the country the shipment is coming or going into. We do inform...
the customers about the requirements, restrictions, and limitations of the country they are being transfered to. For whatever reason, this particular shipment was put into quarentine. At that point it is out of Allied's hands. Austrailian officials do not follow the agreements we had with our customers concerning delivering everything contained in the lift van. If anything were to be missing or broken, the customer should file a claim, which they are intitled to. In this particular shipment, we were actualy under the estimated charges, even after the addional coverage was added to the costs. We feel we did our best. The only issue was caused by the controling government. At that point we made a good will offer to help reduce the stress caused by the shipment going into quarentine.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Allied was never "under the estimated charges" so I don't know why they are stating that in their reply now or to what they are referring.
We purchased a service based on the assurance, as stated in an email from them, that our "liftvan will stay intact and will only be opened and unpacked at time of delivery". They are now not addressing the fact that they outright lied. The fact that we were never informed that control of our shipment was "out of their hands" once it left the country and they told us exactly the opposite is false and misleading business practice. We were advised that our shipment could be inspected by customs and quarantine but were never informed that that would mean our liftvan would be unpacked completely before it reached the final destination. If Allied could not deliver their services as promised due to "government actions out of their control" we should have been informed of that before we purchased their services so we could take that into consideration. Allied need to be accountable for what they tell customers and not be able to promise anything just to get their business with no consequences.
We watched the Allied movers pack our boxes into the liftvan and they placed heavy boxes on the bottom and lighter fragile boxes on top. When the boxes arrived at the final destination loose in the delivery truck, the boxes were stacked several high with the lighter fragile boxes on the bottom and the heavy boxes on top. Many were crushed with the seams and corners busted open and we have photos documenting the damage, how it was packed in the liftvan and in the delivery truck. Even the local delivery men were surprised at the condition of the boxes and said they had been packed poorly at the origin. We paid Allied for a full pack with door to door service so it it is their responsibility to ensure our shipment was delivered correctly all the way to the final destination.
After several emails back and forth with Allied trying to get an explanation and resolution and then requesting a partial refund, they finally offered $100 dollars and then increased the amount to $150 for our inconvenience and stress and stated our cased was closed. This small offer in no way compensates us for the fact that they did not deliver the service as described and paid for nor the hassle of having to chase answers and a resolution for months after our shipment was delivered.
Final Business Response /* (4000, 13, 2015/09/15) */
The desire to keep everything contained in lift vans was a disire of Berger Allied and Lisa Atkins, however only verbal desire and not on a written contract. The fact that the lift vans were subject to customs inspections from the country they were entering was documented. Your frustration should be directed to the Australian government. Once they removed the items from the lift vans, they were note handled as we would. You have however purchased the Gold Plan Protection and are entitled to file a claim on any damages. Again, we are only at the hands of a countries laws once it crosses our borders.
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. My desire was for the phone calls to stop and the company had agreed to do so.
On behalf of Berger Moving and Storage, I regret that you deem your move to be less than exemplary. We are reviewing all the details and circumstances surrounding your move so we can ascertain any areas where we can make improvements. Our claims department denied the property claim due to the...
parameters of when a property claims can and should be filed. As you have mentioned, the details of those parameters or process for property claims may not have been brought to your attention in a clearer fashion. At the time of this response, we have authorized a goodwill check of $150 for the cost of the wall repairs and Berger is working with the Allied Van Line furniture medic with regards to the floor damage. We appreciate your business and look forward to resolving all your inconveniences as best we can.