Center Point, LLC

Initial Business Response /* (1000, 6, 2017/07/19) */
We are very sorry for the delay in the customer's shipment. We are working to load and deliver the shipment as quickly as possible. It is currently planned to load July 28 and deliver by August 3. We are monitoring the shipment daily for any...

changes in the schedule. We have provided the customer with available options for delay compensation.

Initial Business Response /* (1000, 11, 2017/08/21) */
On behalf of the carrier, I am sorry the customer could not report a claim free move. The carrier's liability is for the cost of repair. Unfortunately, the repair firms in our network are not welders. The claim settlement issued was based on...

prior claims similar in nature.
There is a listing of welding companies in the Santa Ana area.
Kraig's Certified Mobile Welding & Repair is one of them. Service : Santa Ana, CA
Phone: (XXX) XXX-XXXX
Repair costs should not exceed the value of the pre-move value of the damaged item. Should the cost exceed the amount allotted, the customer should contact his claims adjuster.

Initial Business Response /* (1000, 5, 2016/11/28) */
On behalf of the carrier, I am sorry the customer could not report a more favorable move. We have contacted the connecting customers and no one reports receiving any items other than their own. We have also checked with the driver and the...

warehouse. The trace was negative. Without written exception on the delivery documents, we must maintain the denial of this claim.
Initial Consumer Rebuttal /* (3000, 7, 2016/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The "trace" was negative because you have no actual way of tracing individual boxes. I am extremely disappointed in Allied. Your Extra Equipment Protection is deceiving and I think you have made it this way purposely so you never have to reimburse for any missing items. Like I said before, either the driver should be required to inventory the boxes as they are brought in or the driver should hand the inventory form to the customer at the beginning and tell them it is their responsibility. The driver gave me the form as he was leaving. A cross-country move is stressful enough and now the move has cost me even more since I have to replace a significant amount of clothing. I [redacted] never use Allied again and I will spread the word about this company's shady business practices!

Initial Business Response /* (1000, 6, 2017/07/11) */
We apologize for the delay in delivering the customer's items. We had presented the customer with several options for delay compensation based on our operating tariff. The customer was presented with more options than just the [redacted] but she...

is staying with relatives and not incurring housing expense. The driver that has the shipment on board hopes to arrive in state today, and if he does the local agent will make every effort to complete the delivery to residence today.
Initial Consumer Rebuttal /* (3000, 8, 2017/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only options I was given were the following: The first was to file a claim and I would receive [redacted] per day. We were also gracefully informed that there is a cap on the daily reimbursement so for example, they could have my items in the warehouse for 3 months and only be reimbursed [redacted] per day for 3 weeks. The other offer we received was a reimbursement for the lost rent which came out to be [redacted] per day with the same cap. This was not in addition to, but in place of the claim. Allied Van Lines has basically given us the same offer twice with a time limit which only benefits them. The last offer was for us to hire another company and release them from liability. Considering my items have been in storage under extreme weather conditions, I find this unacceptable. Again, this only benefits them. It's mentioned that I'm staying with relatives but it does not mention I've been staying for several weeks in my daughter's home which is 2 stories after I just had knee surgery. I've made several trips to the doctor and chiropractor because of the strain of climbing the stairs. My senior apartment has elevators and my apartment is 1 story. This is where I'm supposed to be but can't because of Allied Van Lines. Additionally, we received word that my items were leaving on Friday to be delivered on Monday July 10th. This was confirmed by the local company in WI and what Allied told him. My daughter's all rearranged their schedules to be there for me only to be told the truck never left Buffalo. They did not call us. We had to call them to find out. Apparently now the truck left yesterday and is arriving today by 2:30pm. We won't be holding our breath. This is by far the worst company I have ever worked with in all of my 85 years.
Final Consumer Response /* (4200, 12, 2017/07/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Allied did not offer to pay for furniture rental. We were offered lost rent at [redacted] per day as per the Allied supervisor. You did not try every means possible. As per the President's office that my daughter contacted (Which is ironically the day you magically found everything you needed to deliver the items)you needed a truck, a driver and would not take the items unless the truck was full and an Allied carrier. That is not every means possible. When you don't attempt to outsource when you can't provide the service promised then you are not doing your job. Since my items are finally being delivered today, we'll see how easy it is to collect the [redacted] per day promised by Allied which is in the amount of [redacted]
Final Business Response /* (4000, 14, 2017/07/17) */
The customer's delay claim was received in this office on July 12 and payment was requested for the amount claimed on that same day. The check was issued today, and the customer should receive it within 7-10 days. We regret the delay and the inconvenience.

Initial Business Response /* (1000, 6, 2015/08/11) */
Contact Name and Title: Bridget** Asst to Pres
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@SIRVA.com
On behalf of Allied I am very sorry that the customer could not report a satisfactory experience with his move. The tracing that...

was done in an attempt to locate the missing cartons was not a "computer" trace. Actually, the agent involved was contacted by our claims tracing department, as well as two members of the president's staff, in an effort to locate the cartons claimed as missing. Although the agent did check through the warehouse, it is not possible to open each of the storage vaults to look inside. when those vaults are opened for those shipments to be delivered, it may well be that the cartons would be located at that time. If that is the case, we will return them to their owner. The customer signed the delivery documents and did not indicate that any items were missing. the customer's signature is under a highlighted block which instructs them to "make sure that every item listed is accounted for at delivery. If there is a shortage or damage note same in the 'remarks / exceptions at destination' column". Since there were no exceptions to missing, we are unable to reimburse them for the items as claimed.
OFFER:
Initial Consumer Rebuttal /* (3000, 8, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is more than credible that in the rush to offload an 18-wheeler full of boxes (and the driver made clear to us he was already late for his next stop), that the absence of a small handful of boxes escaped the owner's sign-off. Allied knows this from experience.
Our extremely modest claim form to this international corporation can hardly be construed as some attempt at fraud. Moreover we are still trying to reassemble the shabbily-assembled bed-frames put together by the sidewalk-hires this driver recruited; and we didn't even mention this in our claim.
Hiding behind the 'Hey, you signed the form' response makes a mockery of the 'professionalism' and integrity Allied so loves to advertise. Allied knows this too.
I specifically request Revdex.com do NOT mark this complaint as 'satifactorilly resolved' in any manner.
Final Business Response /* (4000, 10, 2015/08/13) */
Contact Name and Title: Bridget [redacted]'t to President
We are sorry that the customer found it necessary to file a claim. When delivery paperwork is signed, however, the recipient of the goods is verifying that they have confirmed the receipt of all items contained on the inventory sheets. Our tracing efforts have been unsuccessful in confirming a loss, since the paperwork does not indicate that any of the items shipped by Allied were not received.
OFFER:
Final Consumer Response /* (4200, 12, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Allied Van's 'tough luck' response does not meet the standard of a reputable company. I have been more than fair in low-balling our losses claim, and that is without my having brought up the subject of the half-assed furniture assembly at point of delivery. Or the need to have the carpet cleaned where the Allied truck driver lay down on it.
I really did expect an honest effort by Allied to honor our modest claim. My mistake.
I request this Revdex.com complaint stand as submitted.

Initial Business Response /* (1000, 8, 2015/10/08) */
Contact Name and Title: Bridget, As't to Pres
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@SIRVA.com
We apologize for the difficulty that the customer has experienced. We do not condone ill-treatment of any customer, and the...

driver's agent has been advised of the situation which occurred. The customer's claim has been received and the claims adjuster has acknowledged receipt. The claim will be settled as quickly as possible in accordance with the valuation elected by the customer.
OFFER:

Initial Business Response /* (1000, 5, 2017/07/28) */
The customer's items delivered to a private storage facility, and then moved again by parties other than North American Van Lines. When items deliver to a facility that is not under the carrier's control, the carrier's liability ends at that...

delivery. The goods were out of control of the Carrier, and moved again, prior to the claim being filed. The law requires that Claimant prove that damage to household goods occurred while the goods were in the custody and control of the Carrier. Claimant is unable to do so.
This falls under the "last handler" rule. The storage facility or party handling and relocating the household goods, after the initial delivery, and not the first carrier, is responsible for any damage or loss not noted when the first carrier delivered. The customer mentioned that items stacked in the warehouse were not padded, but it is the responsibility of the customer to provide pads when items are delivered to a private facility. Furniture pads used in interstate moving are the property of the hauler and must remain with his truck. The customer did note one item as damaged at the time of the carrier's delivery, and this item has been paid to the customer. Since the carrier did not deliver the remaining items to the final residence, the carrier cannot be held liable for the damages.

Initial Business Response /* (1000, 6, 2018/01/17) */
We are very sorry for the delay and inconvenience that the customer experienced. We did offer to pay motel expenses up to $130/day starting at the end of the original delivery spread. The shipment has now delivered and we are awaiting the...

customer's submission of their delay receipts.
Initial Consumer Rebuttal /* (3000, 8, 2018/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is premature to determine if this has been resolved satisfactorily, or not.
We are appreciative of the claim process and are working on the paperwork to submit a claim. It is likely that the cost incurred exceeds the original/standard cost threshold communicated by the company.
This issue will be satisfactorily resolved when the claim is submitted and paid in full.
Final Business Response /* (4000, 10, 2018/01/22) */
We will await the customer's submission of their claim form.

We are very sorry for the delay in the customer's delivery.  I have attached the copies of the Bill of Lading, signed by the customer, indicating a delivery spread through February 6 (not January as indicated by the customer).  The $350 paid for delay expenses is considered a partial...

payment, as the customer will have continued use of the items being purchased.  The customer has requested a refund of transportation charges, but as a regulated carrier we are not permitted to do so.  The Federal regulations under which we operate request that total tariff charges be collected on the move, and that refunds for service-based issues are not permitted.  We do apologize to the customer for the inconvenience which they have experienced.

Initial Business Response /* (1000, 6, 2015/10/20) */
Contact Name and Title: Cindy ** REG# XXXXXX
On behalf of Allied Van Lines and their Agency Family, I am sorry this customer could not report a more favorable move. According to Coleman's Claims Adjuster, they are in the process of...

completing their claim settlement. The customer should have closure within the next 7-10 business days.
OFFER:
Initial Consumer Rebuttal /* (3000, 8, 2015/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The short response above is consistent with all other replies from Allied providing no detail about Allied's responsibility. The resolution of this claim has moved forward one step by Allied admitting that goods were not delivered. Issues not addressed include: 1. Overpayment for services based on partial delivery. 2. Insurance cost versus coverage is a scam.

Our claim involves the loss or damage of an estimated 2,000 lbs. of goods and has been ongoing for 13 months. The claim required settlement from Allied and from a separate storage facility in Melbourne, FL. A few of our things were eventually found in a different storage unit 71 miles away in Orlando. Until the Revdex.com was enlisted Allied was unwilling to participate in the resolution with the storage facility, a facility they chose for our permanent storage. We have since reached settlement with the permanent storage facility. The payment required prior to removing one item from the truck was based on the binding estimate. This total was not delivered to the new residence. We are asking reimbursement from Allied for the weight NOT delivered.

The FMCSA regulations under the Dept. of Transportation part 375.403, section (11),"If you make only a partial delivery of the shipment, you may not demand upon delivery full payment of the binding estimate. The prorated percentage must be the percentage of the weight of that portion of the shipment delivered relative to the total weight of the shipment".

It would be unrealistic to change a C.O.D amount by the difference in weight of just a few boxes. Our loss was considerably more than a box or 2. According to Allied's experienced, professional driver and that of his crew, they estimated that our load was short by as much as 2,000 lbs. No allowance has ever been made to reconcile the difference in what we were required to pay upon delivery and what was actually delivered. In other words, we over paid for the service based on weight.

During the last year I have asked about the partial delivery issue with Allied on several occasions. The claims analysts assigned to our claim ignored me when asked how a shipper gets compensated for goods not delivered. Weight tickets associated with each movement have been requested multiple times that would address this issue. The only weight ticket supplied did not correspond to move dates on the contract, copy available. A history of emails will support this claim and the associated lack of response.


The regulations under the Dept. of Transportation work for both the shipper (us) and the carrier (Allied). If we had added an additional 2,000 lbs. of weight, we would have been required to pay for the excess freight. Conversely, if the carrier made only a partial delivery, they could have adjusted the binding contract to indicate the change in weight. No adjustment for the partial delivery has been made towards our claim. The regulation doesn't indicate how much weight must be missing before a carrier should adjust the binding contract. It then becomes a judgment call, an ethical decision made by the carrier.

The definition for ethical in the dictionary is, "conforming to professional standards of conduct". Because it has become increasingly difficult for me to hold Allied to a professional standard of conduct, they have left me no choice but to seek resolution through a third party. I'm grateful that the Revdex.com has assisted in moving the process forward.

The cost of insurance for the move was $1,339. To date, Allied has only offered $1,395. The majority of our claim was assigned to the storage facility or declined by Allied. So, I [redacted] ask again, what does the insurance/protection option cover? We were never provided a copy of the insurance coverage policy.

As I have repeatedly noted in my correspondence with Allied, I believe their original settlement amount was incomplete. Their driver was aware of the missing items and indicated on our inventory log that the load was missing a significant amount of weight. I would hope that Allied would respond with the highest professional standard of conduct and compensate us for that weight discrepancy so that the payment reflects services delivered.
Final Business Response /* (4000, 14, 2015/11/05) */
Contact Name and Title: Cindy **
The carrier is maintaining the refund as previously stated. The carrier could have adjusted the weight based on the actual versus the estimated weight. The carrier refunded the shipping charges based on the entire 800 pounds. Had the carrier based their refund on the actual shipping weight of XXXXX pounds, the refund would have been significantly less since the shipment was billed based on the estimated weight of XXXXX pounds. The estimate stated the shipping rate was $36.14 per hundred weight if the actual weight was less than estimated. The carrier has issued the refund correctly.
OFFER:
Final Consumer Response /* (4200, 16, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The binding estimate is binding for both the carrier and the shipper. No where on the contract does it state the carrier has the option to refund at a lesser rate in the event of loss. We're asking the carrier to provide all documentation to support their response. That includes all weight tickets, Bill of Ladings and a copy of a contract that discloses the $36.14 per hundred weight detail.
Additionally, we would like to see how they arrived at a settlement for 800 pounds of freight. We were never given an inventory of all the lost freight that was eventually found in Orlando, so how does the carrier know how much to offer as a settlement?
We moved from Ormond Beach, Florida on June 25th. Our things were brought to permanent storage in Melbourne, Florida until they were eventually moved to Lumberton, New Jersey in September. The only weight tickets we've received were dated July 3 and July 7th. Why is there such a discrepancy in the dates? Where is the inventory log and weight tickets for the lost freight that was eventually found in Orlando?
All of these question have been asked of the carrier over the course of a year and we still do not have resolution. We have zero trust in their ability to do act in a fair and reasonable manner. Based on their reluctance to answer our questions and provide all the documentation we are entitled to, we don't feel comfortable accepting any settlement from the carrier until they prove their case.

Initial Business Response /* (1000, 8, 2017/12/06) */
On behalf of the moving company, I am sorry the customer could not report a claim free move. The American Moving & Storage Association sponsors an Arbitration Program when the carrier and the customer do not agree on a claim settlement....

Information is available online at www.moving.org.
Initial Consumer Rebuttal /* (3000, 13, 2017/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid for a service that includes more than simply moving goods in a truck. Part of the money that I paid was for movers to load a truck and take care of my personal property. The service that I received was not only below the quality that I expect, it was damaging to much of what I own.
I have spent months in the claims and appeal process, lost items, received damaged items, denied my right to get replacements or repairs, and the company continuously ignores the unethical communication and handling of contracts.
Handling customers and contracts unethically, damaging and losing customers' property, and a complete lack of professionalism on the part of the movers and moving company are absolutely not acceptable.
This complaint cannot be resolved until Allied addresses all of the problems instead of just brushing me aside to their claims process which has not worked and also ignores many of the problems in my complaint.
Final Business Response /* (4000, 15, 2017/12/08) */
The registration/Contract number is located in the upper right hand corner of the Household Goods Bill of Lading and Freight Bill. It also appears on the High Value Inventory.
Cartons that are packed full should withstand having additional cartons stacked on top of one another. Allied Van Lines is a consolidated moving company. The trailer is filled floor to ceiling and front to back in order to utilize all the space.
It is unfortunate that the carrier was not made aware of the customer's concerns at the time. Perhaps the situation could have been resolved. We expect all personnel to act in a professional manner. The customer's comments have been forwarded to the driver's supervisor in an effort to prevent them from occurring in the future.
The claim has been settled. I understand the customer submitted additional information on the TV. This will be reviewed and settled. The packed by owner items were denied because the carrier did not pack the items. Arbitration has been offered to the customer.

Initial Business Response /* (1000, 5, 2016/07/13) */
On behalf of the moving company, I am sorry the customer could not report a claim free move. According to our records, the TV was packed in a mirror carton. All mirror cartons checked off at the time of delivery. Hopefully, the customer has not...

unpacked all the mirror cartons and will locate the TV upon completion. As for the Sofa, I contacted the repair firm and they've indicated that the sofa had considerable pre-existing damage. The carrier's responsibility is for transit damage only. With this in mind, the repair firm as stated their cost would be approximately [redacted] I've asked that the claims adjuster issue an additional check for [redacted] and the customer can schedule the work at their convenience.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am fine with the additional money for the sofa. I had two TVs when I moved. The main TV was in the mirror carton, that is correct. The second smaller TV was not placed in a carton and instead packed by the movers. The second TV was never delivered. We have finished unpacking and the second TV was not found.
Final Consumer Response /* (4200, 21, 2016/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please send the check to:
[redacted]
[redacted] XXXXX-XXXX
I have corrected this address several times. The movers had an incorrect address as well. Please send the check as soon as possible.
Final Business Response /* (4000, 23, 2016/08/23) */
Checks were mailed to correct address today. We apologize for any inconvenience this may have caused the customer.

Initial Business Response /* (1000, 6, 2015/12/07) */
Contact Name and Title: Steve [redacted] Claims Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sirva.com
As Manager of Allied Internationals claims dept I have reviewed Mr. Giordanos' complaint regarding his claim settlement....


Regretfully, Mr. [redacted] was mistaken in how the insurance process works as well as the type and limits of the coverage he purchased. Under the Standard plan, he chose to only cover items of his choice and for specific values. Moreover, he 'insured' groups of articles while not differentiating the values of any of the contents of those groups of articles as instructed. For example, he placed a value of $500 to cover 100 utensils. The instructions provided to him prior to completing his Valued inventory clearly state that in the absence of any clarifying information, all items will be deemed to be of same value. In other words, each of those 100 utensils would have a value of $5. The adjuster, Oliver [redacted] explained this to Mr. [redacted] in his settlement offer. Allied Internationals liability was met and paid out in our settlement to Mr. [redacted]. We regret the damages did occur and any misunderstanding he may have had about the final amount.
OFFER:
Initial Consumer Rebuttal /* (3000, 8, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response only addresses a small portion of my complaint. I appreciate Mr. Smetko's explanation of the technical details. However, he has not addressed the poor customer service and lack of follow-up through I received from the claims department of which he is head. He may, also, not be the proper person to address my overall dissatisfaction with the aspects of my complaint proceeding the insurance claim.
Final Business Response /* (4000, 10, 2015/12/09) */
Contact Name and Title: Steve [redacted] Int'l Claims Mgr.
In response to the customers' complaint I reviewed the diary entries on the file. A significant portion of the delay in achieving final resolution was due to the customer's lack ro response to inquiries to the adjuster assigned. First it was necessary to receive confirmation form the claimant that they had previously attempted to file for their claim within the timeframe for claims submissions. Once that was accomplished the adjuster wrote on several occasions requesting clarification form the customer on the claimed items. When that information was finally provided, the adjuster finalized settlement quickly.
As previously stated, while we regret damages of any sort during a relocation, I do not find evidence of poor customer service and /or delays to be evident in Allied Internationals' handling of this claim.
OFFER:
Final Consumer Response /* (4200, 12, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have stated earlier the insurance is only a small part of my claim. I am really looking for some one to address the larger issues I have submitted regarding guaranteed pricing for my move and lack of response from those at Allied & Sirva to whom I have all ready sent these complaints. If Mr. [redacted] is unable to do this I ask that he forward it to someone who can.
However, regarding the follow-up from the Insurance team. I have forwarded to the Revdex.com a copy of my email exchanges with Mr. Bacak as evidence of poor customer service. In the first exchange you will see that I followed up with the requested information within 2 hours of the request. After not receiving a response I sent three follow-up emails that where never replied to. The second exchange follows a similar pattern and you can see my growing frustration with a lack of response.

Initial Business Response /* (1000, 7, 2016/03/02) */
Contact Name and Title: [redacted]'t to Pres
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@SIRVA.com
The carrier assigned a qualified Independent Auto Damage Appraiser to inspect the engines in question. An excerpt from their...

report is included below: WE COULD NOT FIND ANY DAMAGE TO THE OIL PAN OR ENGINE BALANCER THAT WOULD SHOW THAT THE ENGINE WAS LOCKED UP DUE TO CLAIM RELATED DAMAGE.
We have paid for the inspection fee as noted above. It is the customer's responsibility to substantiate the damage claimed. If the customer wishes to pursue another opinion they may do so, but they are responsible for the cost of the 2nd inspection.
OFFER:
None at this time.
Initial Consumer Rebuttal /* (3000, 9, 2016/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response does not address damage as follows:
item #416 - air conditioning compressor damage.
item #415 - damage never addressed in the response from the company. The Independent Auto Damage Appraiser looked at both items, but the report only addressed some of the damage to item #416 and did not address the damage to item #415.
Final Business Response /* (4000, 14, 2016/03/24) */
The carrier hired an Independent Auto Damage Appraiser to inspect the engines in questions. Photos submitted with the report show extensive rusting of the engine parts. The inspector's report states "THIS ENGINE
COULD HAVE BEEN LOCKED UP AT TIME OF PICK UP WE COULD NOT FIND ANY DAMAGE TO THE
OIL PAN OR ENGINE BALANCER THAT WOULD SHOW THAT THE ENGINE WAS LOCKED UP DUE
TO CLAIM RELATED DAMAGE." The carrier provides inspection at their cost as a courtesy to the customer, but it is ultimately the customer's responsibility to prove their claim. If the customer wishes to have a second inspection performed, they would need to do so at their expense. The engines were given to the carrier for shipment mounted on engine stands, therefore the carrier could not have verified if the engines ran before we took possession of them. If the customer wishes to submit a second estimate we will be happy to consider it. The customer has requested arbitration through the American Moving and Storage Association, and the carrier has advised AMSA that they are agreeable to arbitrate.
Final Consumer Response /* (4200, 16, 2016/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response still does not address damage as follows:
item #416 - air conditioning compressor damage.
item #415 - damage never addressed in the response from the company. The Independent Auto Damage Appraiser looked at both items, but the report only addressed some of the damage to item #416 (nothing on the A/C compressor damage) and did not address the damage to item #415 (other than oil filter).Item #415 is not locked up. It was damaged in shipping and now leaks oil. This damage requires and engine specialist to inspect for internal damage or to advise the cause of oil leaking on item #415. Item #415 is a new rebuilt engine, that had no leaks prior to shipping.

Initial Business Response /* (1000, 10, 2015/07/06) */
Contact Name and Title: Bridget [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@SIRVA.com
We apologize for the delay in the inconvenience that it has caused. We strive to deliver all shipments within in the agreed upon dates,...

but sometimes unforeseen problems do occur. The customer has been offered up to $200.00 per day to put towards a stay in an extended stay residence, which would offer kitchen facilities to enable them to cook in residence. Most extended stay residences in that area run from $60-75 /day. It is anticipated that the customer will received their items tomorrow.
OFFER:
We have offered customer reimbursement in an extended stay facility. Customer was staying with family so did not need living facilities. We did offer an amount to offset purchases that the customer accepted. We cannot legally refund the transportation charges.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was absolutely appauled reading your response to our claim. What kind of company cares so little for their customer? We selected Allied from a handful of moving companies we received quotes from. We trusted in your name and the Allied brand. You rewarded us with headache, heartache and then topped it off with insult. Three days prior to our pack date I was abruptly informed there was no driver or trailer for our things and no concept of when there would be. It was at this time we began asking if we could increase our insurance for our items since they would now be stored for an extended amount of time. We were told no, several times. I was treated insignificantly by customer service during that time and over the course of the next several days. Shortly after arriving in Texas, I informed customer service we didn't have the money for a hotel and needed to stay with a family friend. It was at this time they revealed an alternate option of staying in our empty home and being reimbursed for necessary items. The claim budget we received for this option DID NOT cover all necessary expenses. After calling in regularly to check for a delivery date, we finally got news. The set date was missed; big surprise. When Allied finally showed up for the delivery, it was soon realized the hardware to assemble our furniture was MISSING. Several boxes were missing as well and one of our sofas was badly damaged (torn). Each day since the delivery as we live our daily life I am realizing more and more things missing and starting to piece together which boxes didn't make it. I keep calling in to see if anyone has turned in anything that doesn't belong to them. Nothing yet but based on how things with Allied have gone thus far I'm guessing I can kiss all that stuff goodbye. The whole reason your company exists is to make moving easier for the average person, such as me and my family. That is what you're selling, that is your product. You did not provide us with that. We paid top dollar for your brand of excellence and you fell dramatically short. We did not get what we paid for; not even close. Let me paint a picture for you. Say I made a six thirty reservation for four at a particularly popular restaurant. We arrive on time but have to wait ninety minutes before we are seated. When they finally seat us, it is a table setting for three. We wait another fifteen minutes for them to correct their mistake. We wait an additional seventeen minutes for our waiter to take our order. The kitchen is extremely backed up and it takes forty-five minutes for us to get our food. When the food arrives at the table, half of it is cold and one person ends up with the wrong dish. What's worse, the waiter accidentally spills freezing cold ice water in my husbands lap. The waiter apologizes profusely and promises to make things right. After another twenty-five minutes everyone has the correct food at the correct temperature. The food is just alright. After eating, we ask to speak to the manager. The manager greets us and is immediately apologetic having already heard about the poor quality of service we had been receiving. What are we thinking at this point? If the manager already knew how terrible the service was that we were receiving, why did we have to reach out to him first? 99.9% of the time, the natural course of action at this point is for the manager to comp the meal or offer some sort of refund or credit. Why is this done? Because of QUALITY ASSURANCE. It is the customer that keeps a company in business. The manager knows we could have gone to any other restaurant but decided to go there. The manager also knows the power of bad press/word of mouth. This is comparative to our situation with you, Allied. Except, instead of doing right by us, your customer, you are resting on the fact that you did everything you were contractually required to do in order to rectify the situation. (Or so it seems. We currently have a lawyer looking into this). You have no care for customer appreciation or retaining customer loyalty. The issue isn't just the physical things that were delayed/lost/damaged or even the added expenses we incurred. You need to take into account the mental and emotional distress associated with all you have put us through. The fact that, had we gone with a different moving company, we probably would not have had to go through this. Taking six children across country with everything you need would be a difficult enough feat on it's own. We had to endure this task under the tumultuous previously mentioned conditions. The fault is yours. Take ownership of it. It is our desire to settle things in a civil manner. After being repeatedly dismissed by Allied's corporate customer service, I filled a claim with the Revdex.com and the Federal Trade Commission. Also, I have recently been in contact with two local news agencies, one of which is very interested in these events and has been contacted by several other families' affected by Allied's neglect and mishandlings. More importantly, after Allied's response declining to issue us any form of refund, my husband and I thought it necessary to seek legal counsel. Again, it is not our desire to go the legal route but if that's the way it has to be, so be it. WE WILL NOT LET THIS GO. Too much was done, too much went wrong, too much was lost. I seriously hope you reconsider the value you place on customer satisfaction and retaining customer loyalty. I'm guessing you receive exaggerated complaints and falsified claims all the time. Maybe this is why you are reluctant to to issue a refund. However, all the unfavorable things that happened to us during this ill fated relocation was on your end and has been thoroughly documented by your own staff. Your employees and contracted employees are in disbelief regarding the hardship we've suffered at Allied's hand. The common saying during this debacle has been, "In all my (however many years) in this line of work, I've never seen anything quite like this". This is from both local moving companies (California and Texas), corporate customer service reps, an Allied Twitter rep, truck drivers, movers, etc. Many of them are disappointed and ashamed at Allied's decision not to issue a refund to us for the [redacted] you put us through. A couple even agreed to state so in an affidavit if it comes down to that. I sincerely hope it will not come to that.
Final Consumer Response /* (4200, 20, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Settling this matter via Revdex.com has proven unsuccessful. We'll be in touch.
Final Business Response /* (4000, 18, 2015/08/03) */
Contact Name and Title: Bridget [redacted], As't to the President
We are very sorry for the inconvenience that the customer experienced as a result of the delay. We strive to complete all deliveries within the agreed upon dates, and when shipments are delayed it is taken very seriously.
As explained previously, we are prohibited by federal regulation from issuing refunds on the transportation charges. The transportation charge is made up of more than just the linehaul charge, or the charge to transport the goods from point a to point b. It is also made up of what are referred to as accessorial charges - packing, containers, crates, etc. The term "transportation charge" encompasses all of the charges related to the completion of a move, not only the charge for transporting the items.
OFFER:
The delay claim will be paid to the customer upon receipt of her claim form.

Initial Business Response /* (1000, 7, 2015/07/03) */
Contact Name and Title: Cindy REG# XXXXXX
On behalf of Allied Van Lines and our Agency Family, I apologize for the delayed delivery. I understand the customer has been working with the Manager of Customer Service and delivery has been...

completed. The customer is to submit copies of his receipts for delay compensation reimbursement.
OFFER:

Initial Business Response /* (1000, 5, 2016/11/21) */
I have attached a copy of the customer's Bill of Lading, which she signed on October 31. The dates for delivery are a spread of dates from 11/4 to 11/15. Her shipment estimate was approximately 4000#. Over the road moving trucks hold 20000 -...

24000#. That is why a spread of dates is given - so that the driver has the opportunity to fill the truck as completely as possible. The customer agreed to these dates when she signed the Bill of Lading. Her items did arrive one day late on 11/16, for which we apologize. we cannot issue a refund - as a federally-regulated carrier we are required to collect all tariff charges due for the services rendered.
Initial Consumer Rebuttal /* (3000, 7, 2016/11/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint wasn't on the "spread for delivery", my complaint was that the initial 2 drivers assigned were not able to transport my belongings (1 according to customer service was arrested, the 2ND showed up to transport my belongings and "didn't have enough space for my 2800# of belongings") and the company took 6 days to assign a 3rd driver.
The company failed to provide adequate service due to their failure to provide capable drivers.
I am also filing a claim for damage done to my bed when it was taken apart at my initial address as the screws that hold the headboard together were stripped upon removal and affected reassembling my 9 month old bed frame.
Final Business Response /* (4000, 9, 2016/11/22) */
While it is regrettable that a driver was not immediately available to load, the carrier did find a driver to load, and it did deliver within 1 day of the end of the spread of dates. The customer is welcome to file a written claim for their damage - they may file on line at [redacted] They will need to scroll to the bottom of the page to find the link for "Domestic Claim Forms". They have 9 months from their date of delivery to file a claim.
Final Consumer Response /* (4200, 11, 2016/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is apparent that the company does not put their customers first. I will be seeking other resolutions to this matter.
I do want to state that this complaint is against the parent company and their practices, not against the local company that was involved. The local company was up front and truthful. They did not tell me for 6 days that my belongings were in transit and provide false locations for my belongings. The local company did not hang up on me when I asked to speak to a supervisor.
The practices that are acceptable and standard and to hide behind a delivery date when there were so many other things that were handled so poorly shows just how horrible this company is.

Initial Business Response /* (1000, 5, 2016/12/15) */
I received a letter from the customer as well as the Revdex.com inquiry. On behalf of the carrier, I am sorry the customer could not report 100% satisfaction with her recent move. It is unfortunate the driver did not arrive with...

Wardrobe cartons. There are no charges on the Cost Detail for Wardrobe cartons. I will address this concern with the sales office. The driver's paperwork arrived today and the weight tickets indicate the total weight was 3880 pounds. I have requested the paperwork be expedited and processed as quickly as possible and the customer's refund be issued. I apologize for any difficulties the customer may have experienced due the driver's delay in loading.
Initial Consumer Rebuttal /* (2000, 7, 2016/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/08/24) */
We apologize for the delayed delivery of some items. The customer did not purchase full coverage valuation and therefore, we cannot compensate for full replacement value.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/27) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
See the attached.
Final Business Response /* (4000, 9, 2016/08/29) */
We will maintain a record of the customer's entire complaint.
Final Consumer Response /* (4200, 11, 2016/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Allied Van Lines are utterly responsible for the damage and the delays. I have time under the law to pursue alternative resolutions which I plan on doing.

Initial Business Response /* (1000, 6, 2017/12/07) */
We are sorry that the customer experienced damage during their move. The customer did not purchase insurance as we are not licensed to sell insurance. They purchased valuation, and carrier liability is limited to verifiable transit- related...

damage. The dryer in question is claimed with a dent, but the item is being stored outside in a carport. There were no notations of damage at the time of delivery - the customer signed the inventory page under a statement to "Inspect shipment carefully.... if there shortage or damage note same in the 'Remarks/Exceptions at Destination" column." There were pre-existing damages to the dryer before the carrier took possession. With the item being stored outside it cannot be determined if the damage occurred as a result of mishandling during transit. In any case, when cosmetic damage is noted at delivery, but the item still functions, and appearance allowance would be paid; the dryer would not be replaced. The remaining items were partially paid awaiting cost substantiation from the customer. The following statement was sent to the customer in their settlement letter:
"I am not denying in my letter that there may be a dent on your dryer which was not present originally, but the repair firms report shows that this item is currently outside under a carport and is not located inside of your home. Reviewing your paperwork within your file I do not see any damage noted to this item at the time that we delivered it to you, and the photos of this item show rusting to the surface areas which are not consistent with transit damage. Because this item is outside and there was no notation of damage to it at delivery I have no way to determine when this damage you are claiming actually occurred or by whom which is why I had declined this item. I provided "cash out" amounts for items that I did not have anything to support the value for the amount claimed. If you have proof of the amounts you are claiming you can send that in for additional consideration but I am unable to pay you additional without supporting documentation to show that the items are valued at the amount claimed." If the customer has additional information to provide we will be happy to consider it.
Initial Consumer Rebuttal /* (3000, 8, 2017/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Allied placed the dryer in question on the carport because it was damaged. Not clear why this is an issue. The driver was shown the damage at the time of delivery and it was our belief at the time that it was documented. Also, I looked and there is no rust. It's a 2016 dryer and looks new except for the dents. You damaged it. We paid for coverage. Allied needs to meet their commitment. As for the value of other items I offered to find comparable items online but email was not answered. If actual purchase receipts are required for everything I own for it to be covered, Allied should have made such an onerous condition clear before they sold the coverage.