Complaints

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company made a delivery to my home and damaged my storm door in June of this year. I have called them weekly since then and have not received a return call from anyone. Only lies, broken promises and now they won't answer my calls at all. I did not pay them directly. They were contracted to make a delivery to me by a company that I did business with.

  Customer response

  09/14/2024

  I would like to have my storm door repaired or replaced

  

  Business response

  11/12/2024

  We will deny this claim as the damage to the door was noticed before we brought items into the home.  The crew noticed the damage and took pictures of damage before items were brought into the home.

  Customer response

  11/14/2024

   I am rejecting this response because:
  This response is not to my complaint. On the attached letter, the named consumer is not me, the address in the letter is not my address, and my complaint is not about floor damage
  
  

  

  Business response

  11/15/2024

  Please ignore the attachment.  It does not apply to this move, but the language in our previous email is correct.  We noted the damages at delivery before we delivered the items.

  Customer response

  11/18/2024

   I am rejecting this response because:
  My storm door was not damaged before the delivery. I only used my front door to allow the furniture to be delivered because it would not fit in through my side door. It was previously locked before the delivery, and unable to be locked after the delivery occurred. 
  
  

  

  Business response

  11/27/2024

  We no longer have the pictures.  Do you have an estimate of the amount of the damage?

  Customer response

  12/06/2024

  I do not have estimates of the damages. I did receive a call from **** *********** who told me that they would send a contractor out to view the damages. Someone did come out on this past Monday afternoon, but I haven't heard anything following that visit. The contractor that came out stated that the door needed to be replaced, as one hinge was partially damaged, and another one was fully broken. I did not accept the response because the issue is not resolved. I feel that we are headed in the right direction, but I would not consider a contractor coming out a full resolution. Having my door replaced is what I would consider resolved. 

  

  Business response

  12/20/2024

  Contractor has been told to replace the door

  Customer response

  12/20/2024

   I am rejecting this response because:
  There was no damage to my door before the delivery. The manager named **** *********** already accepted fault for the damages. They sent out a contractor to look at the damages, and he was supposed to be coming back to take measurements for replacing the door. I have not received a return call from him. 

  Customer response

  01/10/2025

  There has been no action towards the replacement of my storm door. The repair person called me to get approval to come by my home and take measurements of the door,  but he has not come by to take any measurements. My door is still not repaired, and the damages occurred in May of 2024. I just want my door replaced because it was not broken before the delivery

  

  Business response

  01/13/2025

  Door was ordered and customer was contacted today.  Jest waiting for new door to come in.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Piled Up, Broken, Not Delivered If I could give less than 1 star I would. They had stuff piled to the roof in their truck and boxes piled on top of stuff that said "Do not stack" Boxes labeled "This side up" sideways with stuff on top. They're supposed to be final mile "white glove" delivery, however, they never even unboxed the items to check them after the LTL carrier delivered them at their terminal before they brought them to me. They just piled my bedroom set into a truck full of stuff. Imagine if they come back after a new part is received by them and open another box and something else is broken, then do they drive off with my whole order again and I wait again and then we repeat the process? They would only leave my order if I said they could pile it up in my garage in parts until such time as new parts arrived and then they would return and bring it inside and put it together. While I paid 199 for them to bring it in and assemble it, it's important to know that the retailer that sold me the order has also paid a portion of the shipping and it is more than what I paid. This isn't just the 199 delivery fee, its the 3000.00 I paid for the goods they have piled up in their truck with zero care at all that will now ride around with them for the day and sit in some kind of storage until... whenever... My order sat with them for a week because they only deliver to my area Thursdays. Based on what I see they are not careful with things at all and I can't even imagine what else is broken. When you call you get voicemail. I had the retailer I bought my set from on the phone as the truck was driving away while I was still trying to even get a copy of the photo of the broken item. Clearly the supervisor the truck crew was talking to is not qualified to be in his position and a company thay allows this kind of thing to go on doesn't deserve to be in business. They did not take care with my things and did not perform the service I paid for. I will not go away until this is fully resoved to my satisfaction and if I have to go after them with a lawyer I will. I want my stuff checked for damage and delivered and set up as agreed.

  

  Business response

  06/03/2024

  I just spoke with the customer on this order, and she is willing to update her complaint as I handled the issue very quickly and she was very happy with the quickness to get her handled.  She is asking for the BBB to reach back out to her or to send her the code for her to be able to correct this.  I don’t know how to handle.  They can send her the link and code to her email, and she will correct her statement.  Her email address is ************************* 

• Initial Complaint

  08/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This issue involves Federal Companies, Allied Van Lines and Coleman Worldwide Moving. It involves a move from St. Louis MO to St. Louis MO and ****** ****** ** contracted for on May 6, 2022. The complaint is threefold: failure to complete the move to SC; failure to reimburse for damages caused during the move; and misrepresentation of the condition of belongings on the inventory. We have used Allied since 2005 so we do not make this complaint lightly. With respect to our move from St Louis to St Louis, we claimed reimbursement for damages of a TV and to our couch. We include pictures of the condition of our property prior to the move. The claim was denied because based on "codes" placed on the inventory, Federal/Allied claims that 1) it did not pack the TV and 2) the couch was ripped prior to the move. A look at the inventory will show that EVERY piece of furniture was designated as badly worn, torn or scratched. The codes were not explained to us otherwise we certainly would have objected. There also was a "code" that indicated our TVs were packed by us when it is clear on our contract, we paid for the TVs to be packed and in fact they were packed by the movers. We responded to the denial by explaining that the reasons the denials were wrong. We are very concerned that this practice of intentionally designating all items as damaged prior to the move is encouraged by Allied and Federal to avoid paying claims. With respect to our move to SC, the local move was never completed. We had to hire movers to move our items into our home from Coleman's distribution Center. We incurred incredible expense to travel to SC to meet the movers on the dates in the contract. We were notified two days after the move was to take place that no one was available to complete the move. Our items remained in Coleman's distribution center until we moved them ourselves. We have asked that our claims be granted, payment for the cost of the SC move and refund for the SC move paid.

  

  Business response

  09/16/2022

  Federal Companies regrets any instance where we fail to meet a customer’s expectations.  We appreciate the opportunity to review this issue for our customer and have identified several areas for improvement throughout our company.
  
  
  This complaint involves two shipments, performed by two separate companies as they were performed on two separate bills of lading:

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

  * ******** ******* an interstate move with Allied Van Lines from St. Louis and Daniels Island SC. Federal/Gateway scheduled the customer’s interstate transportation with Allied to take place between 6/16/22 and 6/30/22 prepared the customers’ goods for transport and prepared the customers’ goods for transport.
  
  
  *With respect to the first shipment, our customer submitted a claim for damaged items in their shipment and was sent a check for $125.00 on 8/4/2022 to reimburse them for damaged items that were consistent with the descriptive inventory signed by both the customer and driver at both pickup and delivery.
  
  
  On 9/8/22 via email, our customer accepted our goodwill offer of $200.00 for their claimed TV and Sofa damage. The $200.00 check will be prepared on 9/15 and will be mailed to the customer.
  
  
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*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩