Complaints

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  75 in ** was packaged poorly/loosely in cardboard box with other pictures, after I explicitly in writing asked for it to be packaged by itself and in a protective packaging. It was delivered to a storage unit where it sat idle in box untouched until we bought our house this past May. Upon unpacking it, the ** was damaged beyond repair. I filled a claim with Allied *** Lines seeking reasonable compensation and it was denied. They didn't follow the packaging instructions I requested and deny damaging the ** while in transit when it clearly was packaged incorrectly and not protected enough for cross country trip.

  

  Business response

  04/11/2024

  This complaint should be directed to Allied *** Lines Inc.

  When a customer moves cross country the contract and valuation is with Allied *** Lines not the local agent, Santa **** Moving in this case.

  All *** Lines have to follow a strict set of guidelines for cargo claims. One of these requirements is that when a shipment goes into a mini storage the carriers liability ends at that point and any damage must be noted on the paperwork. There were no notations of damage at delivery, The reason for this is that an item or the entire shipment could be moved in the storage unit after the driver has delivered, something we have no control over.

  Here is the response from Allied *** Lines explaining the reason for denial.

  Dear ***************************************,
  
  Thank you for your patience while we completed the investigation of your claim. Please see the breakdown below.
  
  When the household goods were unloaded at the location of your choice, the interstate contract ended. Since we rely on the signed contract documents to verify the condition or receipt of items at delivery, we cannot accept liability for the claimed damages. The information verified was that these items were unloaded into a self-storage facility at *************************************. There are no notations of damages or missing items from transit handling on the customer signed delivery documents when the shipment delivered into the storage facility to set the record of any damages while the shipment was in the carriers possession. The carrier is unable to allow for the claimed damages under these circumstances; the customer and/or any other persons they allow can access a storage facility any time after the carrier has made the delivery. Also,the information in the claim file records also show that these items have been moved again after the carrier made the delivery to the current address listed above.
  We do apologize for any concerns this may have caused you.
  
  The claimed amount is unrealistic for a *** New **'s in this size are from $900.00 to $1,500.00. Not sure where the claimed amount of damage came from.

  Lastly, in this case the driver did the packing of the *** This driver is an independent contractor for an Allied agent in *************. Santa ****/Sausalito Moving did not pack the ** and did not haul the shipment and is not responsible for the damage in any way. This shipment delivered on 6/23/2023 and the claim was received by Allied *** Lines on 3/19/2024. See below for timelines required for filing a claim. 

  Movers customarily take every precaution to make sure that while your shipment is
  in their possession, no items are lost, damaged or destroyed. However, despite the
  precautions taken, articles are sometimes lost or destroyed during the move. You
  have the right to file a claim with your mover to be compensated for loss or damage.
  You have 9 months from the date of delivery (or in the event of loss for the entire
  shipment, from the date your shipment should have been delivered) to file your claim.

  this was taken from the following website.

  *********************************************************************************************

  Customer response

  04/17/2024

   
  Complaint: 21556420
  
  I am rejecting this response because: The moving company didn't follow my explicit instructions in writing, which has provided in my original complaint and to Santa **** Moving prior to the move, to pack ** in protestive crate, not a flimsy box with pictures stuffed around it. I hired Santa **** Moving and the relationship with Allied or whatever subcontractor they hire is a mute point and not something a lay person would or should know. This also wasn't explicitly explained to me either at any point during the process. To suggest it wasn't broken by haphazard handling is just plain wrong. It sat in the same place the movers left it in the flimsy box in storage and wasnt moved until there was a reason to move it. Even if I were to unpack the ** in the storage unit to make sure it was working properly, there was not a power outlet in the storage unit to verify. I wouldn't be wasting my time with all of this if I wasn't 100% sure it was broken by the movers (Santa **** Moving, Allied Vans, or whoever the driver is they hired on their behalf). 

  The claim was filed within 9 months and I know the cost of a 75in 8K QLED Samsung ** ($4200-$8000 new) because I had to buy a new one to replace the broken one which happened in transit from ********** to ******** 

  To hide behind the driver is ludicrous. This is a driver they hired and is a direct reflection on Allied and Santa **** Moving. No lay person would be able to know who is and isn't an employee or independent contractor. 

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

  

  Business response

  04/18/2024

  We are very disappointed to hear that the explanation given was not to the customers satisfaction. While the loss of the ** is regrettable we feel the responsibility for the damage is miss directed. In regards to the person or entity that is responsible for the damage, as stated before, the driver who is employed by Allied *** ****s and not a contractor or broker or sub anything and whom we did not hire is the responsible party in this case. All responsibility for damage is with the carrier, in this case Allied *** ****s. How can we be responsible for damage to an item that we did not handle or pack? We can't, therefore the responsibility is with the *** ****s.

  Santa **** is an agent for Allied, we are the liaison between the *** **** and the Customer. ****************** **** ********************** DID NOT PACK the **. All paperwork used in this interstate move including the *** number and all the hauling authority is under Allied *** ****s. While the customer is claiming no knowledge of this, the contract clearly states that the agreement is between the customer and the *** ****s. The customer did file a claim with the *** ****s at first, then when the claim was denied, the customer chose this method. 

  The customer feels the box was "flimsy" however the box is a specially designed ** carton used specifically for moving **'s of this size. It is constructed of double wall heavy duty cardboard and has a bursting test rating of 500 pounds! the box weighs 20 pounds empty, that is a very sturdy heavy duty box. 

  The statement that the ** was not moved from the storage unit (which was addressed by Allied's claim department) seems unlikely since the ** box was opened in the new home of the customer, evidenced by his statement that he didn't open it in the storage unit itself.

  We are not attempting to hide behind anything, however we think this complaint is directed at the wrong party. 

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