Center Point, LLC

Initial Business Response /* (1000, 5, 2016/05/26) */
We are sorry that the customer had difficulty during their moveThe customer did not check off the shipment as it was coming off of the truckThis is responsibility of the customerThere was another person present at delivery (reportedly
the adult daughter of the customer's roommate) who instructed the driver to deliver all the items to the basement and stack them on pallets to keep them off the floor in case of floodingNo request was made to position items so that certain furniture pieces would be accessibleThe customer has admitted that they did not go downstairs to look at the items until after the driver had leftDelivery includes one-time placement of items at the time of deliveryHad the customer advised the driver of their requests, the driver could have accommodated them
Initial Consumer Rebuttal /* (3000, 7, 2016/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Allied Van Lines is claiming no responsibility for the delivery of my possessionsThe placement of the items are in such disarray and heavy furniture is placed on upholstered furniture; a dresser is on end and I am not able to get to my clothingI have also had to purchase items to be used for daily livingIn addition, I was told by the driver I "had" to sign the delivery of items even though I did not know what was deliveredI signed the Bills of Lading with the notation "without verification of goods delivered"

Initial Business Response /* (1000, 6, 2015/08/11) */
Contact Name and Title: Cindy ** XXXXXX
On behalf of the carrier, I am sorry the customer could not report a more favorable moveIt was disappointing to read the details of her complaint and as a gesture of goodwill, we ared in the process of
reviewing and issuing partial paymentLiability could not be determined on the ironing board as the customer failed to document the reported lossIt is the customer's responsibility to inspect the shipment at the time of deliveryThis ensures the driver the opportunity to recheck the trailer and contact any connecting customersThe review team will be issuing a check within the next 7-business days
OFFER:
Initial Consumer Rebuttal /* (3000, 8, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The e-mail response from the company is ambiguousI expect full replacement cashout on the ironing boardTo date, the company has sent checks for a total of $They still owe me $to satisfy this claim
Final Business Response /* (4000, 14, 2015/08/21) */
Contact Name and Title: Cindy B
As previously stated, the carrier requires the customer to substantiate their claimProof can be in the form of a credit card receipt, owners manual etcThe carrier has paid based on the average
OFFER:
Final Consumer Response /* (4200, 16, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
An owner's manual for an ironing board, don't make me laughFor an item such as my ironing board that was $years ago, I wouldn't be saving a receipt; I have shoes that cost more than that and I don't save the receipts for more than a yearI paid $for full replacement insuranceMy ironing board today will cost $to replicatePlease pay the full amount and end this claim to my satisfactionI have moved times and have never been treated so poorly by a moving companyRemember people are your best or worst advertising

Initial Business Response /* (1000, 6, 2017/11/29) */
The customer did not purchase insurance; since we are not an insurance company we cannot legally sell insuranceThey purchased valuation, which limits a carrier's liability to verifiable transit-related loss and damageThe customer contends
that their suitcase was soaked with some chemical similar to gasolineIf this leakage occurred from either the truck itself or somewhere outside of it, it is HIGHLY unlikely that only one small piece of the shipment would have been contaminatedThere is a possible explanation that something was contained inside the shipment without the carrier's knowledge that leaked onto the suitcaseI have attached a form that was signed by the customer prior to the move that states that combustible or flammable items should not be packed with the shipmentIt also states in bold letters to always check off the shipment at destination to make sure that everything deliveredI have also attached the customer check off sheet, signed by the customer, which contains the statement, "This form is an amendment to your shipping documentsThe information recorded on this document will be used in the event a claim is filed." The inventories that were signed by he customer at delivery contain the statement "Before signing, inspect your shipment carefully and make sure that every item listed is accounted for at deliveryIf there are items missing or damaged, note the details in the 'Exceptions at Destination' columnIf for any reason you were not given the opportunity to inspect this shipment, you should call this toll-free number, XXX-XXX-XXXX." The customer signed three documents which advised them of the importance of inspecting their shipment and noting any damaged or missing items
Initial Consumer Rebuttal /* (3000, 9, 2017/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We certainly do not appreciate being accused of breaking our agreement with Allied, implied in their above responseWe were very careful to only ship what was allowed as per the agreementIn fact, it is virtually impossible for the gasoline smelling substance to have come from our belongings as we did not pack ANY flammable substancesIn fact, we did not pack liquids of any type whatsoeverWe do not have a good explanation for where the gasoline smelling substance came from as we were not with our items as they traveled across the countryWe can only stand by our previous statement that we turned over a couch that was in great condition in North Carolina, and received a gasoline soaked mess in WashingtonGiven the fact that our items traveled to multiple warehouses and were supposedly transported with other customer's items, is it not entirely reasonable to assume that perhaps one of Allied's OTHER customers did not adhere to the terms of the contract? Given that we did not break the terms of OUR agreement, we believe it is perfectly reasonable for Allied to accept responsibility for ruining our couch
Regarding the missing items, it is truly unfortunate that my wife listened to the instructions of the movers at the drop offIn fact, whilst on the topic of the drop off experience, we would also like to take this time to point out how rude and unprofessional two of the three movers were to my four months pregnant wifeAt times, they demanded that she move heavy boxes to make room for the boxes they were rushing in to drop offIn the documents attached in Allied's response, my wife did check the box stating that "Yes" there were issues with items that were dropped off (referring to the gasoline soaked luggage and cushion covers), but did not describe the issue in the paperwork at the time as she was instructed to do so in the claim after the drop-offWe also did not know the full extent of the missing items until after the drop offIt is not possible to unpack and inventory everything contained in almost boxes worth of belongings at the time of drop offWe are therefore forced to rely on the aforementioned sloppy and mostly illegible recording of the items that were picked upThe fact that three items (toolbox, ladder and box full of clothes) on the checklist slipped through the cracks and were not identified at the time of the drop off, is not only unfortunate but also highly probableAt the risk of stooping to Allied's level finger pointing, we do find it rather suspicious that the only belongings they packed, contained very valuable items and were the ONLY items that went missingWe only bring this up as warning to anyone considering Allied's services, as we believe this is a company with severe integrity issues
In summary, we do not believe it is a fair practice to only afford the customer the opportunity to identify missing items at the time of drop offAs stated before we are just trying to be made whole on all that Allied lost during our moveAt this point, we have spent nearly a thousand dollars replacing necessary items such as a raincoat and winter attire for my wife, and simply cannot afford for Allied to refuse responsibility for their negligence with our belongings
Attached are supporting documents from the checklist with the missing wardrobe and parts box

Initial Business Response /* (1000, 5, 2016/05/24) */
Please have the customer provide his interstate Registration Number as I was unable to locate an interstate move under this customer's nameIn the event this was a local/intrastate move, I would suggest he address his concerns with the local
agentAllied Van Lines is an interstate moving companyLocal agents are independently owned and operated
Initial Consumer Rebuttal /* (3000, 7, 2016/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My REG# XXXXXX
I moved from california to utah it was a out of state moveThe name on the original account could have been *** *** That is my wife's name
Final Consumer Response /* (4200, 11, 2016/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company used a shuttle service and I am sure when the items were places at the ware house for a week the items were stolen
There was no place to note missing items when we received shipmentWe were told we had two to three weeks to make sure nothing was missing or brokenHow are we supposed to know if everything is missing or broken the day of the move?
Your response is not satisfactory as I still am without *** in property that your company is responsible for theft
Final Business Response /* (4000, 9, 2016/05/25) */
According to our records, the claimant did not take written exception to any missing items when the shipment deliveredThe carrier's primary means of determining liability is based on written exceptionsThe driver was contacted and he has no items belonging to the customer; nor have any of the connecting customers reported receiving items that are not theirsIt is for this reason the customer's claim was declined

Initial Business Response /* (1000, 6, 2016/03/14) */
On behalf of the carrier, I am sorry the shipment was going to be delayedWhen the customer removed the motorcycle from the list of items to be transported, the weight was significantly reducedThis contract did not allow for delay
compensation when the weight was less than pounds
The customer signed the credit card statement for the full amountShe could have asked to pay the estimate plus *** but would have been billed for the balance in daysNo refund is due
Initial Consumer Rebuttal /* (3000, 8, 2016/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptableThe only reason the motorcycle was removed from the shipment is because of Allied's delay in serviceAt the time that it was removed, Allied had not picked up our shipment, nor did they have any plan for picking up the shipmentMy father had to return to Pennsylvania and could not wait indefinitely for Allied to casually decide to place the shipment on a manifestTherefore, he had to rent a car to get homeThose expenses would not have been incurred had Allied not delayed their serviceA business can not cause additional expenses to consumers as a result of their delays and incur no consequencesI would like reimbursement for the rental car and I would like the delay claim to be honoredThe change in shipment weight would never had occurred if Allied had honored the contract they entered into with me
Final Consumer Response /* (4200, 13, 2016/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The contract was breached by Allied, which resulted in the removal of the motorcycleYou cannot breach a contract and then claim that the consumer is liable for expenses BECAUSE of the breachAllied's breach caused a chain reaction, which they are responsible forI did not cancel the contract, we were FORCED to adapt because of Allied's inability to fulfill the requirements outlined in the contract
Final Business Response /* (4000, 10, 2016/03/23) */
Once a contract is cancelled, the carrier is no longer responsible for any expenses the customer may incur

Initial Business Response /* (1000, 17, 2016/07/14) */
According to the customer's Signed Order for Service, she had a Guaranteed Not to Exceed Price of *** that included a local pickup in the amount of *** There is a flat fee for handling a piano in the amount of *** Any questions
regarding the charges should be directed to the sales office
As for packed by owner cartons, the carrier does not accept liability for items where they had no control over how the goods were packed in a carton, unless specific exceptions are documented on the delivery paperwork
The carrier participates in an arbitration program sponsored by the American Moving & Storage Association when the carrier and the customer do not agree on the claim settlementTheir mailing address is *** *** Street in ***, ** XXXXX
Initial Consumer Rebuttal /* (3000, 19, 2016/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was charged a storage fee of *** listed as a "local pickup" by AlliedAll pickups are localMY SHIPMENT WAS NOT STORED
EVERY PIECE OF FURNITURE ARRIVED BADLY DAMAGED IN SEVERAL PLACESEVERY box arrived with either crushed corners, dented sides, dented tops or a combination of faults
Every item was packed in new heavy duty boxes with new newsprint and new bubble wrapFIVE ITEMS, four of which were in the same box, were BROKEN BEYOND REPAIRThis box was WAS NOTED BY ALLIED'S OWN INSPECTOR AS DROPPED DURING TRANSITThe fifth item was wrapped in paper and bubble wrap, placed inside a metal tin which was in a box that arrived dentedThis box was DROPPED IN TRANSIT AS NOTED BY ALLIED'S INSPECTORFor a small shipment to have so many serious damages is extremely outrageousI trusted Allied to deliver my family heirlooms undamagedThey failed miserably!
I paid for extra insurance which I was led to believe would cover all damagesI WAS NOT REIMBURSED FOR ANY OF THE DAMAGES
Final Business Response /* (4000, 30, 2016/08/03) */
This customer chose to accept the carrier's terms of the contract when she signed the contractPer the Terms & Conditions of the contract, the carrier is not responsible for an "act, order or omission" by the customerThe customer did her own packing and the repair firm took pictures of the cartons the damaged items were packed inThe cartons do not show any damage or carrier mishandlingTherefore, the carrier has denied liability for the broken items that were packed by the customer
As for the local pick up charge, the goods were picked up from a private storage facilityThen taken back to the local agents warehouse and loaded on to an interstate driver's truckThe carrier considers this matter closedThe local pick up fee was included on the contract that the customer signed
Per the contract, the goods were picked up on 10/16/and delivered on 10/21/That is a total of days
Final Consumer Response /* (4200, 32, 2016/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THERE WAS NO RESOLUTION OF ANY KIND OFFERED TO ME; ONLY A DENIAL OF RESPONSIBILITY
I WAS CHARGED FOR SERVICES NOT RENDERED AND INSURANCE THE COMPANY REFUSES TO HONOR
MY POSSESSIONS WERE GROSSLY MISHANDLED AND SOME FAMILY HEIRLOOMS WERE COMPLETELY DESTROYED DURING TRANSITALL OF THE FURNITURE WAS BADLY DAMAGED
NO PHOTOS OF THE CARTONS WERE TAKEN BY THE REPAIR FIRMTHE CARTONS WERE IN THE ATTIC; HE DID NOT WANT TO GO UP TO THE ATTICTHE INSPECTOR SAID TAKING PHOTOS OF THE CARTONS WAS NOT NECESSARYHE STATED TO ME THAT HE BELIEVED I PACKED PROPERLY JUDGING BY THE DOZENS OF ITEMS IN THE SHIPMENT THAT ARRIVED IN TACTHE STATED TO ME HE BELIEVED THE ITEMS WERE DESTROYED DURING TRANSITAND I BELIEVED HE WOULD REPORT THAT TO THE COMPANY
ALLIED SHOULD REIMBURSE ME FOR THE FAMILY HEIRLOOMS THEY DESTROYED IN TRANSIT AS I PAID FOR EXTRA INSURANCEOR REIMBURSE ME FOR THE COST OF THE INSURANCE WHICH APPARENTLY IS ENTIRELY USELESS

Initial Business Response /* (1000, 6, 2017/11/13) */
On behalf of the carrier, I am sorry the customer could not report complete satisfaction with her recent moveUnfortunately, we cannot accept liability on carton content damage where we had no control over how the packing was completedShould
the customer wish to pursue this matter; the carrier participates in an arbitration program sponsored by the American Moving & Storage AssociationInformation regarding the program is available at www.moving.org
Initial Consumer Rebuttal /* (3000, 8, 2017/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My issue with the response is that I had lamps - both which were packed by meOne was not damagedThe other wasMy parents who were present at the time of delivery witnessed the deliverer place the box containing the lamp which was broken up side down despite the marking of the box "FRAGILE" and "this side up." The problem was not with my packing - IT WAS WITH THE DELIVER'S HANDLING OF MY ITEMSThis was the same deliverer who "assembled" my bed which ended up being broken
Additionally - the mirror was disassembled by the moving company and packaged by the moving companyThe parts for the mirror are missing and the mirror was not reassembled by the companyThis is inconsistent with the described policies given they were responsible for the packing of this itemThe response does not address this issue which further supports the negligence of my items
Final Business Response /* (4000, 10, 2017/11/17) */
We have no way of determining if the lamp was packed in such a manner that it would not shift inside the cartonThe photos supplied by the customer do not show any carton damageWhen the carrier has no control over how the contents of a carton are packed, the carrier does not accept liability for carton content damageI can offer the customer Arbitration through the American Moving & Storage AssociationThe information is available on their websitewww.moving.org

Initial Business Response /* (1000, 5, 2017/08/16) */
On behalf of the moving company, I am sorry for any inconvenience we have caused our customerAccording to our records, delivery is anticipated on or before August The trailer is being delivered to the local destination agent on 8/The
local agent will contact the customer to schedule delivery based on their personnel and the customer's availabilityWe will notify Revenue Processing that the customer is expecting a refund based on the weight difference and carton usage
Initial Consumer Rebuttal /* (3000, 7, 2017/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I hired the moving company, I was told delivery would be 5-days after the truck was loadedI was also told that I would know delivery date on the day the track was loadedThe 5-days is just to let the customer know that they will not take e.gmonths to deliverI asked several times if I would know delivery date and was told it would be given to me on the day the truck was loadedIneven confirmed the date more times by calling Allied customer serviceAfter that, I made plans to have time to unpack and bring my familyAfter the truck didn't arrive and I called to try to figure out what had happened, the customer service was extremely poorNo accountability, lack of professionalism and no follow upI was asked to call dispatchers for PA and TX lical movers, and manybpeople in betweenA customer service rep (***) even told me that she couldn't help since she was not the truck driver and it wasn't her job to help me figure out what had gone wrongAs an update, I was only contacted by the delivery people hr before deliveryThis caused extra tension since I had no time to reserve the freight elevator in the new apartment building
Final Business Response /* (4000, 9, 2017/08/22) */
Again, we apologize for any inconvenience we may have caused the customerWe ask that the driver give a minimum of hours notice prior to deliveryWe realize negative impressions are difficult to reverseI am sorry we let our customer down

Initial Business Response /* (1000, 6, 2017/11/15) */
We received a copy of the customer's concerns yesterday and respondedThere are strict Federal Guidelines that require the carrier to collect full transportation charges based on weight and mileage transportedI apologize for the driver's
behavior, however we are unable to offer compensation for lack of communication

Initial Business Response /* (1000, 5, 2016/08/22) */
The customer did not purchase full coverage for her belongingsI will forward her claim dispute to the review boardPlease allow 30-days for a review of the claim settlement
Initial Consumer Rebuttal /* (3000, 7, 2016/08/23)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Allied Van Lines failed to obtain my signature to verify items, the driver lied, failed to load items claiming "weight" but I was not told I could request attending the weigh in, then after weeks of driving across country items arrived largely damagedThe damage that was on other items was due to loading and the haste and irresponsibility by the Allied driver and not due to packing or failure on my end to properly secure and handle the itemsThe Allied Driver committed both theft of property, forgery and abuse of both myself and of those hired laborersThere was gross negligence and deliberate harmThe amount requested is reasonable and fair given the nature of what transpiredThis is not about insuring items this is about Allied's own policies and attitudes about customers and their handling of those belongingsPerhaps it is also done deliberately to encourage sale of excessive insurance of items that were covered on my home owner policyBut that it would inappropriate to demand recovery from them as they were not the ones nor was I the one responsible for the damageAllied was and is the sole party who handled the items and in turn damaged the itemsI would like this resolved in the next days, I see no reason to continue to delay this as it is now well over days
Final Business Response /* (4000, 9, 2016/08/25) */
We cannot change the type of coverage purchased by the customer nor offer additional compensationIn situations where the customer does not agree with the carriers claim settlement, the carrier participates in an arbitration program sponsored by the American Moving & Storage AssociationTheir mailing address is *** *** *** ***, ** XXXXXIf the customer feels a theft occurred, she should file a police report as this would be a civil matter

Initial Business Response /* (1000, 6, 2017/04/17) */
The claims department has issued an adjusted settlement to the customer in the amount of *** The customer should receive this amount in approximately 8-days
Initial Consumer Rebuttal /* (2000, 8, 2017/04/19) */
(The consumer
indicated he/she ACCEPTED the response from the business.)
I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Initial Business Response /* (1000, 5, 2016/11/07) */
We are very sorry for the delay in completing the delivery of the claimant's shipmentIt is never our intent to split a shipment or to cause excessive delay
The dates for delivery are not guaranteed and are not a part of the contractThe
contract is for the load and delivery of the items and that service did occurReimbursement for the purchase of an elevated air mattress has been requestedThe customer did not advise us of his need for a lawn mower; had we known we would have authorized a lawn service to cut the grassWe *** not, however, consider the purchase of a *** lawn mowerThe need for lawn service was never discussed with us by the customer
We do not reimburse a flat rate per day for delay compensationWe do work with customers to reimburse specific needs caused by the delay
Initial Consumer Rebuttal /* (3000, 7, 2016/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attached the contract agreement showing the "agreed service dates" and it clearly shows a window of delivery
dates of July - July Thank you for clarifying that your delivery dates are not guaranteedIn my opinion, this is clearly a breach of contractPerhaps you should mention this important fact in your contract so your customers *** know prior to signing an agreement and making a paymentIf I had known that you could deliver at your convenience instead of the written agreement then I certainly would not have used your services and I suspect other customers *** refrain from using your services in the future
It should be noted that you did not deliver the two beds we owned until a month after you loaded it on your truckOne
bed is a hospital type bed that raises, lowers and tiltsWe purchased this bed for my disabled wife who needs it for
her medical conditionI mentioned this to your customer service representative and requested accommodations at a hotel
until you delivered the bedsYou did not approve the hotel and instead approved an inflatable bed that sits inches
from the floorI have attached a copy of the email exchange where you denied the hotel stayYes, you are correct
that I did not mention the need for a lawn mowerThe reason I did not mention it is because if you refused a hotel for
a disable woman then you certainly could care less about my lawn or my legal requirements to maintain a lawn according to the
subdivision regulationsIt should be noted that both truck drivers that delivered our possession were shocked that the beds were not on the truck that delivered firstThey both stated that it is your policy to ensure all beds on delivered first in
the event of a split deliveryWe are not talking about a few days of inconvenience without our bedsWe ware talking
about a month without beds and nothing can describe the negative impact this had on my disabled wifeYou could have
rented a U-haul truck and delivered the rest of our possessions which would have shown good faith and greatly minimized
the discomfort we endured especially my wifeIt has been weeks and I still have not been reimbursed for the
inflatable bed you approvedI suppose your reimbursement process is the same as your delivery guaranteeat your
convenience without any regard for your customers
Since you do not pay a flat rate per day for delays in delivery then I am requesting a total of *** reimbursement
under your "guaranteed rate reduction" policy since my shipment weighed pounds less that the estimate you
providedYour rate reduction price is *** per pounds difference between the actual and estimated weight (see
attached doc)Here is a small history of the circumstances surrounding my request for *** The first shipment was
sent on a foot truck, clearly not big enough for a sq ft houseThe second shipment was delivered via an
wheel semi-truck and arrived days beyond the maximum delivery date of July 12, The second shipment had
approximately pounds and I asked the driver why would they use an wheeler to deliver such a small load and it
could not be cost effective and they should have used an wheeler to deliver everything during the first shipment
He stated he initially refused to deliver such a small load as it would not even pay for his gasConsequently, he
stated the "origin agent" added pounds to the *** of lading so he would be paid more for the small shipmentI
am also requesting reimbursement for the weight of the refrigerator that was not shipped but added as part of the estimated weightThe Kenmore refrigerator weighed lbsAdditionally, I was also charged *** for a queen box spring shipping box
Unfortunately, the box spring was not boxed which is why it was not damagedTherefore, I am requesting reimbursement
of *** Subsequently, I am formally requesting to be reimbursed for a total of ***
Final Consumer Response /* (4200, 11, 2016/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They stated a customer service manager *** respond to me but I have not heard anything from anyone at AlliedAdditionally, I already conceded they would not pay a "per day" expense of *** in my first rebuttalSubsequently, I revised my resolution to *** as reimbursement for "under weight" guarantee provided in the contractAlso, I am expecting a formal response as to why the company NOW states they do not guarantee delivery dates when the contract I attached clearly provides delivery datesI would like the company to formally respond to potential breach of contract situationFinally, I did receive a small check to reimburse for the inflatable bed and yard care expense
Final Business Response /* (4000, 13, 2016/12/07) */
The following response was sent directly to the customer yesterday:
Dear: Your request for a weight adjustment and refund has been forwarded to me to review
Your contract was a Guaranteed not to exceed price of *** based on a weight of 7,lbsand included packing of cartons
The actual weight shipped was 10,lbsAttached are copies of the certified weight tickets supporting that weightThe first truck loaded 7,620lbs and the 2nd loaded 2,lbs
As the total weight shipped exceeded the guaranteed not to exceed weight, there is no reduction or refund due to you
Regarding your request for a *** refund for a queen mattress carton, my review of your file indicates the signed cost detail lists cartons provided (attached)The inventories support cartons actually packedAs more cartons were packed than was included in the not to exceed price there is no adjustment or refund due
During my audit I also discovered an overpayment was made to you for the air mattress, as you claimed the air mattress on your delay and damage claims
The delay claim was submitted in the amount of *** for the air mattressYou added lawn care, and as a goodwill as you had no receipt, we allowed *** These items totaled *** but I authorized the adjuster to round it up and we sent you a check in the amount of *** check# XXXXXXXX
Your damage claim form included a charge of *** for a portable bed/cot missingThe claims adjuster did not scrutinize the claim properly and thought the item was missing, and included *** as a goodwill in your check # XXXXXXXX ***
You have actually been overpaid *** on your claim, but as the error was ours, please do not feel you need to return it to us
While I was unable to make the requested adjustment and therefore must deny your refund request, I hope my explanation and the supporting documents have helped you to better understand our position
Sincerely,

Initial Business Response /* (1000, 5, 2017/06/06) */
We are very sorry to learn of the issues which the customer encountered during their moveI have enclosed a copy of the settlement letter that was sent to the customer regarding their claimRegarding the items handled by the repair service,
two of those items were repaired in residenceThe 3rd item is a drawer that was refinishedThe finish needs time to cure in the shop before being returned to residenceThe repair firm discussed this with Mrjust last week and he said that this was fine
The weedwacker was not denied because it was not on the inventoryThe settlement letter indicates that it was denied because the small dent in the handle had no effect on the operation of the machineThe carrier does not have contracts with appliance repair firmsThe customer was provided with a repair allowance to seek repairs locallyThe letter states that if the amount provided does not cover the cost of the transit-related damages, the customer may provide a paid receipt for the services for reimbursementThe carrier is not responsible to damages to items which they did not pack, unless the customer notes damages to the cartons in question on the item check off sheetI have provided the customer's signed check off sheet and no such notations were madeThe carrier cannot confirm how well the items were packed since the carrier did not pack the itemsThe customer's Declaration of Value is attached, and shows that the signed under a statement that they received the "Rights and Responsibilities When You Move" bookletthe booklet contains specific information regarding the customer's responsibilities to check off the shipment at delivery and note any damage on the delivery documentsThe customer states that the driver did not note the damage to the floor or the doorIt is not the driver's responsibility to note damage on the paperwork; this is the responsibility of the customerThis is why they are provided with the item-check-off sheetThere is an area of the sheet where they are to note residence damageNothing was noted
We are sorry that the customer feels that one of the helpers was taking drugsUnfortunately, since it was not reported to anyone at the time it cannot be investigated now
If a carrier and a customer cannot come to an agreement over the claim settlement, arbitration is an optionThe customer may go to the website www.moving.org for information on the arbitration process
Initial Consumer Rebuttal /* (3000, 7, 2017/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The weedwacker worked before Allied moved itIt did not work after Allied moved itIt was not about a dent in it - it was about it not working anymore after Allied moved it
Yes, we told the driver about the issuesHe said to put it in the claim paperwork when we filed about the washing machine they broke and the other items
We have damage to our home from your movers
I do not accept this settlementI will be contacting the Attorney General's office regarding this as well
I am seeking the items which your repair company has had for over months
Along with this a reimbursement for a new weed wacker
Also, repair to the items damaged in the home by the movers

Initial Business Response /* (1000, 5, 2016/06/30) */
We have received the customer's online claim submission and the claims adjuster is in the process of reviewing the reported missing and damagesThe carrier has up to day to pay, compromise or deny a claimAt this time I do not foresee this
claim taking much longerIf the customer has the original receipt for the computer, he can email it to the adjuster
Initial Consumer Rebuttal /* (3000, 7, 2016/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this response for three reasonsFirst, every time we interact with Allied, they give us a new, longer time to resolution: on the phone, the claim adjuster told us 4-weeks; now they're saying months! In addition, this response doesn't address our complaint: that we're months without an expensive item for daily use because of AlliedWe highlighted the computer as a priority item on a *special form that you provided*, and you still managed to lose itFinally, on the phone and in this response, you're trying to distance yourself from this loss: you're talking about the policies of "the carrier." But appealing to the carrier's policies is an abuse of the trust we put in *you; *we chose Allied based on your name, not based on who you subcontract toYour entire business model rests on outsourcing to other businesses; you are abusing consumer trust when those businesses screw up and you say "it's not us! This is the carrier's policy!" I am asking *you* to compensate us for the losses we incurred by hiring your business, and for it to be in a timely wayTwo weeks should be plenty of time at this point
Final Consumer Response /* (2000, 11, 2016/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has met our request for compensation for the lost items
Final Business Response /* (4000, 9, 2016/07/06) */
A check in the amount of *** has been requested from our Accounting DepartmentThe customer should have the payment within the next 7-business days

The customer service department is in the process of reviewing the customer's request for additional delay compensation and will be back in contact with the customer as soon as their review is complete

Initial Business Response /* (1000, 10, 2016/06/22) */
WE are sorry that the customer had cause for concern on their moveThe estimate that they received was a guaranteed not to exceed estimateThe estimate states that it applies only to items included in the estimate at the time that it was
givenThe estimator could not have accurately known the weight of the flooring that the customer was transporting, as it was still installed on the floor at the time that he made his surveyIt was only when the shipment was loaded that the carrier discovered that there were a total of cartons of wood flooring tilesOn the day of load the customer also added a clothes dryer, bookcase, patio table, chairs, piano bench and mirror cartonsThe customer also requested packing on items that they had previously planned to pack themselvesAttached is a change order, signed by the customer, confirming their request for the additional services
The salesperson the customer refers to was not fired, but left the company on his own accord for another job
The driver who hauled the customer's items hauls for the agency which handled her moveHe is listed as a part of the Allied fleet
If there were items that were not to be moved, one of the owners of the goods should have also had a copy of this list so they could cross-check with the crewThe customer states that the person who was present for load did not have a copy of the list
The top of the *** of Lading contains the number for the customer service department at AlliedAt any time during their move the customer could have contacted them for assistanceThe call log shows that no calls were ever received from the customerAlso, the customer has never filed a claim to report any of the damages discussed in her narrative
Initial Consumer Rebuttal /* (3000, 13, 2016/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from the business once again does not address our issues and the fact that our belongings were packed without permission, as well as thrown and stuffed into boxes even though their own instructions stated they could be left in drawersThe response from Allied includes several lies-The dryer, bookcase, piano bench, chairs are on the listThe mirror cartons that they claimed they packed were part of the bedroom furniture attached to dressers and were not packed in cartonsThey were not even shrink wrapped as were promisedNo one requested anything to be packed as the response statesI have repeatedly stated that the movers took it upon themselves to pack items WITHOUT OUR PERMISSION! These items were stuffed into boxes including my wife's grandmothers fur and expensive suits and coats which had been packed into the dresser drawers by usTHE MOVERS WERE ALSO SPECIFICALLY TOLD NOT TO TAKE ANYTHING THAT WASN'T ON THEIR LISTAll contact with the company was made by email as we wanted everything in writingSince the company claims their driver is a representative of the company, we expressed our dissatisfaction and concerns with himTheir own driver stated that the weight of the flooring should have been estimated from the square footageI find it interesting that as soon as he walked in the door he contested the weightIn addition, not only are items damaged, there are missing items from the furnitureThere was damage done to my stairwell rail, as that was not protected as promisedMy furniture was also not delivered on the day it was promised and no one in the company bothered to call or email me to let me know that my antique furniture was traveling the country
The company misrepresented itself and did not follow its own contract and instructions to usIt states in big bold letters that I would not be responsible if the estimate was incorrectTheir own employee who they claim was not fired stated that I would not be responsible if his estimate was incorrectPerhaps the company should not use this tactic to get a customer's business
I would imagine the hour long waits for an imaginary Allied employee are quite frequent as were the second contested weight this driver had the same weekMy time is valuable too and having movers stand around doing nothing is inconceivable to meThe process that they follow should have been told to us when the estimate was given
Allied sent an employee who did not know his job and did not provide correct information, nor did he provide us with any of the company policiesWe were also not told about the contested weight policy by *** who took over the move from *** There was ample opportunity for someone to inform us of this
The so called apology over my "disappointments" from Allied translates into their refusal to take responsibility for how we were treated, how our belongings were treated and how our move was handledThe consumer once again is treated unfairlyI do not owe them anything additional
Final Business Response /* (4000, 15, 2016/07/07) */
It is possible for items to be shipped in the drawers of a dresserIf the hauler feels that they would be more secure if packed, or if the weight of the items kept in the furniture might cause damage during moving, they *** pack the itemsI am sorry if they did not seek permissionThe customer may file a claim for any damages; as of yet we have not yet received a claim form from them
It would have been extremely difficult to determine the weight of flooring that has not yet been removed from the floorIndividual flooring tiles vary greatly in their weight and thickness, so without knowing the number of flooring pieces contained in each carton, or the weight of those cartons, an accurate estimate would have been extremely difficult
The customer signed a change notice acknowledging the additional weight of the flooringThe total charges for the move are due

Initial Business Response /* (1000, 7, 2015/10/12) */
Contact Name and Title: bridget, as't to Pres.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@SIRVA.com
We are unable to find a customer with this specific name in our records. If they would please provide us with their registration...

number we will research and respond.
OFFER:

The customer signed the inventory sheets without notation of missing items.  The primary document for determining missing items is the Household Goods Descriptive Inventory.  The inventory sheets contain a statement at the bottom advising the customer to make sure that all items have been...

delivered before signing.  It is recommended that the customer check the items off as they are being removed from the truck to ensure that all items are delivered.  This claim was not handled by Allied Van Lines, but was handled by the agent, Reliable.  The carrier does have an independent arbitration program in place that is available to the customer as a means of resolving disputes.

Initial Business Response /* (1000, 5, 2017/07/24) */
On behalf of the moving company, I am so sorry for the length of time it has taken to respond to our customer. The reported damages have been referred to our claims department and a restoration company will be assigned to inspect and repair the...

damages. While we cannot refund transportation charges, the packing charges will be reviewed and the customer will only be charged for the actual materials provided.
Initial Consumer Rebuttal /* (3000, 7, 2017/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The "company" sent a person with a clipboard & pencil. This does not get a "parts box" built or my beds put together or my dining room table the parts to be fixed. As usual they are all talk & NO action. They talk about doing but never produce any results. They are sorry for not helping but the company did a "drop & run". I do not know what to say except never use Allied Moving & Storage. My wife & I will have to hire a local company to do what they did not do, reassemble the furniture, uncrate items and just tell everyone we know that they should never use Allied Moving & Storage. Attached is a photo of where our mattress fell out of the back of the truck & the other is the unfinished bed at least it is in the house.
Final Business Response /* (4000, 9, 2017/07/27) */
On behalf of the carrier, I am sorry our customer could not report a more favorable moving experience. I have requested the sales office contact the customer to discuss his concerns. A Repair Firm has been assigned to inspect and hopefully repair the reported damages. Efforts are being made to locate the reported missing items or replace the reported missing hardware. Uncrating has been scheduled.
Final Consumer Response /* (4200, 11, 2017/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If Allied thinks that now sending someone to help after my complaining for 3 weeks shows customer service, I really do not know what to say. They should have had someone here on the Tuesday (really on Monday)after the "Drop & Run" that they did to us on Saturday. If the Revdex.com wants to give them a high grade for this little effort, then well how can you trust the grading of companies. Now the company is depending on the "insurance process" to make this move "OK", that is amazing. The lost items must be purchased and the lost parts box rebuild, where were they when we were doing all that work. No, they get a "D", but we are the dumb ones for using Allied.

Initial Business Response /* (1000, 10, 2015/07/02) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
We apologize for the delay in loading and delivering the customer's items. We have senior operations personnel working to find a solution and to load the items and complete the...

delivery.
OFFER:
Delay compensation has been discussed with the customer.