Complaints

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sirva *********., is the parent ******* of ***** American *** Lines and ***************************. I filed a claim for loss/damage/theft of household goods as required via the moving contact; all deadlines to file the claim were met and a complete inventory of the missing items was submitted. I have written several letters and made several phone calls to the *** of Sirva and they have yet to address this issues to my satisfaction. Instead, a claims representative from ***** American *** Lines simply mailed me a check in the amount of $200.00 in an attempt to satisfy a nearly $8,000.00 loss/damage claim. At no time did anyone from Sirva BGRS, ***** American *** Lines or *************************** contact me to discuss this claim. It defies commonsense and good business practices to process a loss/damage claim without discussing the claim with the claimant. Sirvia BGRS, ***** American *** Lines and ********* Moving and Storage are doing everything to avoid their responsibilities to process the claim or submit my claim to their insurance carrier for further review. Please see the attached letters and claim spreadsheet for detailed information. I really need the assistance of the BBB since I believe that this is a fairly common problem with many moving and storage firms. I look forward to your input and assistance.

  

  Business response

  11/16/2022

  We are very sorry that the Claimant had damage and missing items to report from their relocation. 

  The customers responsibility is to check their shipment at the time of delivery to ensure all items that were tendered to the carrier were received at destination. In this case the claimant completed the customer checkoff sheet at the time of delivery and no damages or missing items were documented. The claimant checked the box that everything was received and it is written on the checkoff sheet "all here". 

  The claimant signed every inventory page acknowledging that all items tendered to the carrier were received at the time of delivery. There is a notice on each page warning the customers "before signing, inspect your shipment carefully and make sure every item listed is accounted for at delivery. If there are items missing or damaged note the details in the "exceptions at destination" column. If for any reason you were not given the opportunity to inspect this shipment, you should call this toll-free number...... The carrier was not contacted.

  The carrier received a claim for numerous items claimed as missing nearly 8 months later, which is in the timeframe to file but not a guarantee of liability. There was a thorough trace completed and nothing claimed as missing was found. The carrier does not have the customer's belongings. There is no evidence that anything was lost during transit and the claimant acknowledged this with their signature on all paperwork.

  The claimant has been advised of this and unfortunately there will not be a change in the carrier's position through the BBB either.

  We apologize for all the frustration and inconvenience this customer is experiencing.

  Customer response

  11/16/2022

  I, ******************************* hereby reject the response submitted by:

  
  Sirva *********., North American *** ************ & ***************************, ***** for the following reasons:

  At no time did the driver or the day laborer offer or provide ANY inventory worksheets,paperwork or documentation prior to starting the off load of my household goods. The driver was most focused on dropping off my household goods and getting back on the road to *******. In addition, the first and only task that the driver focused on was getting full payment via my credit/debit card prior to starting the off load/delivery process. He stated that he could NOT begin to off load my belongings until full payment was verified. Due to the amount due I had to get approval from my bank to fully process the charges which took about fifteen minutes, and the driver was more than a little irritated that he had to wait, stating again that he had to "get back on the road ASAP". The driver, an employee of North American *** ************ was accompanied by a day laborer who was independent and had no direct affiliation with Sirva BGRS, NAVL,AMS or any related paperwork or delivery process. The entire off load took less than three hours and NONE of the clearly labeled boxes were placed in the appropriate rooms of my house. Most importantly, the required paperwork was NOT presented to me until AFTER the offload was completed; at which time the driver stated that I was to endorse the forms and if anything was missing, damaged or lost it would be handled via the claims process. In fact, I indicated that my couch cushions were missing, and the driver made a telephone call to *************************** to report the lost, missing or stolen items. Since I am disabled and require a wheelchair to get around it took me several months to simply place the boxes into the appropriate rooms of my house prior to beginning the process of unpacking. I determined that two (2) boxes were missing, and two (2)suitcases arrived empty (one of which was broken by ****). The contents of the lost and/or stolen boxes was clearly outlined in the original claim submitted on April 04, 2022. The most interesting part is that one of the boxes contained my summer clothing, hangers, medical equipment and various decorations etc.,while the other contained a few garage items. What's even more interesting is that the bulk of my power and hand tools were delivered intact, most likely due to the fact that they were shipped in a locked Steelcase cabinet which NAVL & AMS did NOT have access to. As for the items packed in the suitcases; ALL of the missing weightlifting equipment was packed in a large suitcase which NAVL has already admitted that they damaged (they even forwarded a check to me in the amount of $200.00 to cover the cost of replacing the suitcase that they damaged and delivered EMPTY which I have NOT yet cashed). A second suitcase also arrived EMPTY and contained a computer, Bluetooth book shelve speaker and **************** Professional Suite software/CDs. What is most interesting is that even if I had been given the opportunity to check off individual items as they were offloaded, I would have NEVER known that the suitcases arrived empty until I began the unpacking process. Furthermore, NAVL totally overlooked the photos of damage done to my furniture and weightlifting equipment. Finally, to add insult to injury NAVL driver & laborer failed to reassemble the weightlifting bench and kitchen table both of which NAVL disassembled in preparation for shipping my belongings between states.

  In conclusion, I have moved/been relocated numerous times in my adult life and this is the very first time that a moving company has refused to call me to discuss a loss damage claim, North American *** Lines simply arbitrarily decided to mail me a check in the amount of $200.00, ignoring the two (2) missing boxes, two (2) empty suitcases and the photos of missing/damaged furnishings. Furthermore, since submitting the original claim I have found significant damage to a custom-made Amish cabinet. The only reason I found this expensive cabinet was damaged by NAVL was I noticed a major structural part of the cabinet was sticking out from under the cabinet when I was vacuuming (it is worth noting that the damage to this piece of expensive furniture was not part of the original claim). I point this out only to illustrate that during my last relocation that the national moving firm that I used damaged my dining room furniture and in one phone call the claims representative scheduled a furniture restoration expert to come to my home to make the necessary repairs. In addition, the same claims representative was in near daily contact with me in an effort to coordinate processing my claim in a fast and professional manner. Sadly, Sirva BGRS, North American *** Lines and *************************** do NOT offer the same level of customer satisfaction as did previous moving and storage firms that I have used. Isnt that why NAVL insured my shipment? Shouldnt they submit an actual claim to their insurance carrier for processing? Perhaps because I am a small individual customer rather than a large corporate client that typically uses Sirva BGRS,NAVL and AMS they feel that they can simply ignore this issue? Maybe thats why NAVL forwarded me a check for $200.00, thereby admitting their culpability for the damage, lost or stolen household goods that they failed to deliver?

  At the very least, Sirva BGRS CEO should instruct the claims representative to pick up the telephone in an effort to resolve this matter in a way that benefits Sirva BGRS, NAVL, AMS as well as me... THE CUSTOMER!
  
  

  
  

  

  Business response

  11/21/2022

  We are truly sorry as there is nothing further to change the position of the Carrier.

   

  Customer response

  11/23/2022

  
  November 23, 2022

  I am rejecting this response because:

  North American *** ************ (aka: Sirva *********. and/or *********************************.,) picked up my household belongings on July 08, 2021, and told me that my boxes and furniture would be stored in the wooded crates that **** brought to my home on their truck. My belongings were to be stored at ********* Moving & Storage and would remain there until I scheduled delivery to my new location in ********; this was tentatively scheduled for August 2021. I learned through **** account coordinator that my household goods were unloaded from the shipping crates and stored in the ******** Moving & Storage facility. I have no way of knowing the conditions or security of ******** Moving & Storage facilities however, it is NOT unreasonable to conclude one of two possible scenarios on the lost/missing household goods:

  
  1)  **** delivered the missing items to the wrong house (this would account for the two missing boxes) or,
  

  2)  ******** Moving & Storage deliberately stole the missing computer, software, Bluetooth speaker & weightlifting equipment all of which were packed in the two suitcases delivered broken and empty.

  As stated in my last note to the BBB, even if I was given the opportunity to check the inventory as the **** driver and day laborer unloaded my belongings a full month AFTER they were taken to the AMS/**** warehouse in July ******************************************************************************************** addition,the **** workers didn't bother placing ANY of my boxes into the rooms as clearly marked on each box. Furthermore, the first and only time that the **** driver showed me any paperwork was AFTER they had unloaded all my belongings. If that is not enough, neither the **** driver or the day laborer bothered to assemble my weight bench or kitchen table even though the **** pick up team disassembled these items to load them on the truck. In addition, **** claims department never bothered to call me to discuss the missing items, nor did they bother to address the empty suitcases, or the missing items shown in the photos that accompanied the original claim. Instead, **** simply mailed me a check in the amount of $200.00 with the terms stating: Endorsement hereof acknowledges that this payment is offered and received in full settlement and satisfaction of the claim shown on the other side; and that upon acceptance and payment of this draft the van line shown on the reverse hereof is hereby released and discharged of said claim. If this were not a legitimate claim for theft or damages to my household goods, why would **** issue a check in the amount of $200.00? Please note: The check is dated May 19, 2022, and remains UNCASHED/UNENDORSED and I believe technically void since it is stamped with a 180 day lifespan; therefore, **** must now reissue a check in the amount originally claimed.

  
  Finally,it is worth stating that ****, AMS and especially Sirva *********., have been less than helpful throughout this process, the level of customer service,follow-up to problems and the abysmal handling of this claim leads me to but one conclusion:
  
  North American *** ************ **********************************., and especially the *** of their parent company Sirva *********., care little for the small individual customer and are only interested in servicing their larger corporate clients.
  This unfortunately appears to be the new business model for many companies both large and small. The bottom line: **** & AMS are responsible for the lost or stolen items, and I expect reimbursement ASAP.
  

  Regards,
  
  

   

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

  
  

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My company is using SIRVA to relocate ** and the final housing was an issue because they could not find a place that would allow our 4 cats. I asked if an Airbnb was an option but they never got back, and since our flight out was on a weekend we are currently stuck in ****** without a place to stay for a month and are dead tired because they did not even pay for the hotel we were supposed to stay in the night before the flight! Currently we are staying at a Motel 8, with a nice rental car so we feel incredibly unsafe but it was all we can afford especially if we end up stuck without housing for the whole month. I have been trying to call my SIRVA rep **** all morning as well as the housing specialist and various corporate offices. I am tired and stressed and stuck in a new city with my husband and my 4 cats (which were approved for transportation reimbursement up to 500 but somehow not factored into temp housing?????).

  

  Business response

  11/09/2022

  We are truly sorry the Claimant is having issues with their relocation.

  Please know this has been sent over to the proper team to get in touch with the claimant and address the issues.

  Unfortunately, a resolution cannot be accomplished through the BBB site so the claimant will be contacted accordingly.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company lost or damaged $1049 worth of my property. When I filled out the form and provided proof of the damage they came back with a $50 offer but only after weeks of no contact. I spent almost $15000 on this move and expected my items to be treated with respect. If that wasnt possible then they should pay to make it right. The offer is insulting.

  

  Business response

  10/20/2022

  We do apologize for the frustration and inconvenience regarding the claim settlement. One of the items had no physical damage but had a mechanical issue which is exempt from liability due to the inherent nature of the article.

  The Claimant singed all documents and checked yes that all items tendered to the carrier were received at the time of delivery and therefore we were unable to confirm that anything went missing during the relocation and therefore the items claimed as missing were denied.

  Again, we are very sorry that the claim settlement was not as the customer expected.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired movers (SIRVA along with others chosen by ****** *************************** "***************") who agreed or a hefty sum to move my items from *******, ****** to Brooklyn, ******** arriving on March 20, 2022.My items (over 250 pieces) were to be first delivered (1/2 the items to my storage locker in Greenpoint Brooklyn 1/2 to my apartment in Williamsburg, Brooklyn. Upon arrival only ONE of the four movers I contracted for showed up. I was told by the mover that he would not be able to complete the move alone and if I did not assist it would be carted back to storage until they could actually find movers. This was not an option because my other movers (for my wife's items coming from **** ***** **) were being delivered the next day along with tons of furniture etc. There is no physical way I could set up/install everything etc. without receiving my initial goods from ******* first. As a professional moving company they should understand how order of operation work with furniture etc.So I was forced to move all 250+ boxes myself at 2 locations. If I did not I would of lost deposits, would need to rebook elevators, movers, repairs... the list goes on I have on several occasions (which has taken month to even receive any replies) emailed, called, etc. to come to a resolution. Basic contract law says that if you pay for 4 movers and 1 shows up who can NOT complete the job on his own it's a material breach. I paid for 4 movers, I got 1. This is not a hard situation to wrap your head around. Their business is moving and delivery. They were not able to complete delivery efficiently resulting in damages to myself After being passed around by multiple people all trying to pass the blame off to the others I am now dealing with ********************* at SIRVA. He sent me an offer for $200 in composition for a move they could not complete. This does not even come close to covering the long lasting effects of their breech. Plus they damaged 2 pieces of furniture

  

  Business response

  10/14/2022

  We apologize for the situation which has occurred for the customer.  Labor shortages continue to be a problem for businesses throughout the country.   The signed paperwork indicates that this delivered on a Sunday.  Customers are not required to accept delivery on Sundays; the customer could have advised the driver to return on Monday when more options would have been available to get additional labor to the delivery site.  The customer was not charges for the labor - moving charges are determined by the weight of the shipment, the miles travelled, and any additional charges such as packing or storage.  The number of crew members does not factor into the cost in any way.

  We are sorry to learn that there were damages.  The customer may go to www.navl.com, and scroll to the bottom to access the on-line claim form.  Al claims must be received within 9 months of the delivery date.

   

  Customer response

  10/17/2022

   I am rejecting this response because: they do not address the actual issue at hand and are trying to use technicalities as false justification. There was no labor shortage & as I explained the delivery could only happen that Sunday. They materially breached the contract & are trying to weasel their way out. I paid for 4 people I got barely 1 person. REJECTED. 
  
  
  

  

  Business response

  10/19/2022

  The Carrier did not breach their contract due to labor. Unfortunately, there is nothing further than can be addressed through this BBB website.

  We sincerely apologize.

  Customer response

  10/20/2022

   I am rejecting this response because:
  
  This business is not taking responsibility for their actions. Or I should say lack of action. You had 4 movers booked and 3 bailed that morning.  I have text messages proving this.  If there was a labor shortage why did you not cancel earlier?  Your a moving company. That means its a material breech when you dont move stuff. Its actually the most important part of your job!  Stop making ridiculous excuses and make things right. 

• Initial Complaint

  08/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Through United Allied moving services, I moved from ******* ** to ****** ** in February. AMS ********* services were the ones facilitating the move within ******. The driver backed into a power station in the parking lot which was seen after they had driven away by the building's maintence worker. I submitted a claim and after 2 months of delay, AMS emailed back:"The pictures provided don't prove that it was our driver that hit that power source. How do we know that it wasn't damaged before or after the delivery. You said it yourself that you didn't notice the damage.The U haul would have had damage on it and *******************************. would have been charged back for the damage and this is not the case"The power pole is small and of a soft wood, so the truck would not have been damaged. I have asked them what kind of proof WOULD be acceptable, but they have ceased responding to my emails. I do not think it is unreasonable to take my claim (and the claim of my ******************** worker, who found the damage) at face value as it would be a strange thing to lie about (I do not own a car, so this could not have been my damage).

  

  Business response

  08/10/2022

  Although we are very sorry the facility had some damage that the claimant reported we are unable to change the position of denial of the claim.

  There is no evidence that this incident occurred during the delivery of the household goods. The pole may have been previously damaged as the claimant even indicated they had not noticed it. 

  Again, we are sorry for the frustration but unable to confirm this damage was caused by the carrier as there was no documentation or notification of this during the delivery.

  We wish the claimant the best in their new location.

  Customer response

  08/16/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ******************* *************** Services (an Allied *** Lines agent) for a professional pack and move from *******, ***** to ******, ********.On 5/24/2022, we were greeted by the crew chief telling us we were fat, then listened to him go on and on about how disrespectful other clients had been in thinking he would steal items from them or that him being black was the cause of disrespect. No such disrespect was put forward by us, thus no reason for him to call us fat.Numerous items were packed incorrectly, resulting in them being broken during packing/load/move/delivery (cannot be sure which step they were broken). Furniture was damaged being taken out of our home because the movers were completely unprofessional.There was no inventory control upon delivery and we were told by the crew chief of the delivery crew that our items had been spread out on the warehouse floor, something he has never seen in years of moving experience.We have no idea if every box packed and loaded at the origin arrived at the destination in ******. We have 11 pages of claims of damaged and missing items, including an 8 foot long wine bar that weighs hundreds of pounds. It remains missing.Total claim value exceeds $50,000 with a total insured moved of $75,000.To date, we have received nothing but stall tactics from Allied/Sirva. We have given ample time for them to review our claim, have the furniture restoration company review the damages, and evaluate their report. We are without a number of items and had to replace certain things already (e.g. broken television, broken computer monitor, etc.).Sirva/Allied refuses to respond and we are at the point of having to engage legal counsel. Please help.

  

  Business response

  07/25/2022

  We are very sorry to hear of the difficulties with the claimant's relocation.

  Regarding the comments from the crew, please know this will be internally addressed with the parties involved.

  It is very unfortunate that the claimant had a significant amount of damage to report from their move. Regulation states that all carriers must acknowledge a claim within 30 days of receipt. The claim was received in our office on 6/13 and that same day an acknowledgement email was sent to the claimant. The carrier then has an additional 120 days to either pay, deny, or make an offer of compromise on the claim. With the claim being received on 6/13 the carrier is well within their guidelines to resolve the claim.  The carrier will not drag out resolution of a claim but a thorough investigation must be completed with every claim. The carrier will never rush a claim settlement for this reason. The extent of the damage may also take additional time but each claim is different and must be thoroughly reviewed prior to settlement.

  The claimant indicates they wish to receive a refund of their charges. As a Federally regulated carrier, we are prohibited by statute from doing so.  The relevant statute is:
  
  Title 49 of the United States Code (specifically, 49 U.S.C. section 13702(a))provides that the carrier may not charge or receive a different compensation for the transportation or service than the rate specified in the tariff, whether by returning a part of that rate to a person, giving a person a privilege,allowing the use of a facility that affects the value of the transportation service, or another device. The United States Code also provides that [a]person that offers, grants, gives, solicits, accepts, or receives by any means transportation or service provided for property by a carrier at a rate different than the rate in effect [tariff rate] is liable to ***************** for a civil penalty of not more than $100,000 for each violation. 49 U.S.C. section 14903(a).
  
  Given those requirements, a refund or rebate off the transportation rates paid is not permissible. It should be noted that these Federal fines would not only be levied against the carrier; anyone soliciting and/or accepting such a refund (the customer) is subject to those same Federal fines.  While we regret the claimant is dissatisfied with their experience, the carrier is prohibited from issuing a refund of the transportation charges. Claims are handled separately.

  We do apologize for all the frustration and inconvenience this relocation has caused the claimant.

  Customer response

  07/26/2022

   I am rejecting this response because:
  
  This does nothing in dealing with our complete and total lack of a professional move being executed which we paid $11,099.21 to receive. 
  

  They broke, damaged or stole over $50,000 in items and are barely responsive to our requests for updates. 
  

  This is not right. 
  

  We are unable to sleep in one of our beds. 
  

  We have thousands of dollars of damaged or missing items. 
  

  How are we supposed to reasonably live because of their carelessness?

  In NO way do we accept this flimsy response. It looks like a canned response they send to everyone who has the ***** to file a complaint because they probably receive them every day. 
  

  Absolutely unacceptable. 

   

   

  

  Business response

  07/28/2022

  The customer was provided with a claim settlement today which they rejected.  They told the adjuster to provide another offer.  The customer will need to specify the specific items on which they disagree.  In the settlement response, the carrier requested substantiation for the amounts that bthe customer is claiming.  The customer is responsible to provide documentation of their claimed amounts when requested.  Once the information is received, the claim will be reviewed.

  The previous response was not "canned", all correspondence is provided with a response which addresses their specific concerns.

  We are very sorry for the damage which has occurred.  If the customer would provide us with the requested information. we will review their claim settlement.  

  Customer response

  07/29/2022

   I am rejecting this response because:
  
  Refusing to accept a response from Sirva until a satisfactory settlement is achieved. 
  

  This is not how professional business is done. 
  

  In addition to the claims/settlement process, Sirva has thus far ignored all requests to provide an explanation as to how 95%+ of our household items were damaged, destroyed, lost or stolen. 
  

  Additionally, they have yet to address the civil rights complaint we filed with the ********** of ******* regarding the negative comments made to us being a gay couple. Further, after this individual was pulled aside and told his comments were wholly inappropriate, he spent the rest of the morning complaining to us how he had been discriminated against during previous moves because he was black. 
  

  The damages, loss and stealing of our property was intentional. You cannot damage this level of items without intent. 

• Initial Complaint

  07/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have already paid to have my vehicle moved from *********, ** to *********, **. I have been out here in ** for over a month without a vehicle to drive.

  

  Business response

  07/11/2022

  Our apologies, however the relocation of this vehicle was cancelled with Allied *** Lines and the claimant has not paid Allied *** Lines any money.

  The Claimant will have to file a complaint with the proper company that actually has picked up his vehicle as it is not with this company.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have hired a moving company in December 2021 to move our ranch from ******** to *******. Many of our items were damaged during the move. We have purchased full value replacement coverage through the moving company. Sirva, insurance company has had our claim since December of 2021 and our claim is still not resolved. We have dealt with many Sirva employees and we get passed around from one person to the next. Many times taking weeks to respond to us. (I do say the communication has improved some from the beginning of this process, but unfortunately with no results to show). We have agreed on the payoff amount with the insurance company, this took six months. The moving company is now supposed to come back to our house, deliver us the check and pick-up the damaged items. Yet again, it is a month since we have agreed on the payoff amount and the movers are still not here, no payoff check either. The insurance didn't provide correct information to the moving company and wanted to send movers to pick up the damaged heavy equipment (***** lbs) with a dolly, no forklift, no sufficient amount of movers. At this point we would like to receive our check, no waiting on the movers to deliver the check to us. This has caused us many problems as we use our tools and equipment to run our business. We need to order new equipment to successfully run our company. The last person we have dealt with was *************************** Review Adjuster ************, **************************** <******************************************************>

  

  Business response

  07/06/2022

  We are very sorry for the difficulties that the customer has experienced.  I am not finding a registration number in our system. If the customer could please provide their registration and claim number we will research this for her.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contracted with North American *** Lines for pickup November 2, 2021 and delivery November 9, 2021 on our move from West *******, ** to ******************, **. Due to driver's personal emergency, delivery was delayed. We went to ** on Nov 9th to be ready for delivery on the 10th or 11th at the suggestion of our Move Coordinator, *************************. She assured us that the hotel expenses we would incur would be covered. ******* provided me with contact info for *************************, Operations manager and our driver's dispatch, on Nov 10th. I called her and she assured us that our hotels and food would be reimbursed. It took until November 13, 2021 for our delivery to be made, using a different driver. Since the delivery was late, we filed for 3 nights of hotels ($476.54) and food ($67.93) for a total of $544.47, besides the $100 per day for late delivery as specified in the contract. We filed our claim in January, got an email in February from ************************* who handles late delivery claims. She told us we'd receive $400 for the late delivery, $100 per day as specified in the contract for late delivery.) When asked about the hotels and food, she said those were not covered expenses, contrary to what our Move Coordinator ************************* and ************************* had said. I contacted *********************, Amanda's supervisor, and he also denied the claim even after showing him excerpts from ********* texts. Eventually, he asked if I had any email proof of my conversation with *************************. Since it was a phone conversation with her, I did not. However, I had text messages with ************************* confirming that the hotels would be reimbursed. After telling ********************* that, he stopped responding to my emails. As a resolution, we would like $476.54 for the hotels besides the $400 late delivery penalty that we have already received. We will forgive the $67.93 food expense (which would have been much higher but for my wife being sick when we got to **).

  

  Business response

  03/07/2022

  We are truly sorry for the delay in delivery of the claimant's household goods.  It is never the intention of the carrier to inconvenience our customer. Unfortunately there has been a higher volume of delays with the driver/labor shortages. The carries does have a delay policy per the contract agreement and that is the maximum amount allowed for compensation. That amount is intended to offset some of the expenses caused by the delay. The carrier does not reimburse expenses plus the daily allowance.

  The customer service manager is reviewing the case and will respond to the claimant.

  Again, we are very sorry for the frustration and inconvenience caused by the delay in delivery.

  Customer response

  03/07/2022

  We do not accept the explanation of SIRVA. The $100 per day late delivery penalty was never mentioned as being the compensation for our hotel expenses by either the text messages from ************* or the phone conversation with ************* which she conveniently has forgotten occurred.
  ***************** text messages clearly mention hotel expenses with nothing about the $100 late delivery fee being for that purpose. ************* also never said the hotels would be covered by the late delivery fee, only that the hotel expenses (and food) would be reimbursed. Her faulty memory is also evidenced by the text message in which ************* says that she remembered ************** saying that the hotels would be reimbursed.
  Also,notice that the contract does not specify that the late delivery penalty is to he used for hotels,food,or any other purpose.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August 2021, I contracted with ******* ********* and Allied *** Lines for a cross country move to **************, ** with arrival on October 9, 2021. I signed a contract for $250,000 in protection for damages through Allied *** Lines covered by ***** Worldwide ******************** Since the delivery containing a number of damaged items including high-end artwork and furnishings, I have attempted and provided quotes for reimbursement. Thus far, I have received what I consider to be partial reimbursement in the amount of $4,187.84 (minus my $500 deductible) received on 12/13/2021. I am unable to cash that check due to my appeal for an additional reimbursement of $1,366.89 ($1,000 toward the replacement of a damaged walnut shelving unit quoted at over $2,000 for replacement and $366.89 for a crate that I paid for which held a glass display case totally destroyed due to faulty packing by movers. This company has numerous photos of all items in question with details about their value.My problem is with the fact that I was made to wait an additional 60 days for reconsideration of the balance I requested--and now, after 60 days, they are refusing to complete this appeal until the month of June or whenever they get around to it. I paid for $250,000 in insurance with the understanding that the high end furnishings and artwork would be covered and I would be reimbursed in a reasonable period. There was additional damage to items valued at over $25,000 that are irreplaceable due to being commissioned by artists overseas. I cannot continue to fight for what should be a very reasonable request under the circumstances. I simply want the balance of $1366.89 and the ability to immediately cash the current check dated 12/13/2021 which is being held up by ***** due to my appeal. There is no excuse to drag this out for 6 months. I need an immediate resolution. Please help me get the balance I've requested and an immediate release of the check for $4187.84.

  

  Business response

  02/22/2022

  We are very sorry for the damages which occurred to the customer's items. The customer was not told that it would take until June to complete her review.  She was advised that the initial check that was issued to her could be cashed for up until 180 days after the issue date, which would be in June.  She was also told that the claim review can take up to 60 days.  Claims are reviewed in the order received, and the review adjuster coordinates reviews for two carriers.  The review should be completed by April, if not sooner, after which the check that was initially issued can still be cashed or deposited until June.  We cannot override the legal disclaimer on the back of the check.  If the customer were to choose to go to arbitration or to initiate legal action after the review is completed, they are at risk of adversely affecting any legal outcomes if they were to accept the check by depositing or cashing it.  

  Customer response

  02/22/2022

   I am rejecting this response because:

  As the respondent indicates, they alluded to the fact that they could up until June to make a decision.  I have waited beyond 60 days for the promised solution and now with a bait and switch, the time is extended so that they do not have to follow through on their obligations in spite of the insurance I paid substantially for.  I have gone beyond my willingness to accept less than what the damages are worth to complete the resolution of this complaint.  They have everything they need to make an immediate decision and have just chosen not to do so to exert their power over the outcome.  This is a company completely unconcerned with customer service and which is evidenced by over 88 complaints noted by the Better Business Bureau.  Had I known of their past performance, I would not have allowed Allied to serve as the long-distance carrier.  The fact that they are choosing to insist they extend their decision into and through April speaks volumes about the poor customer service and lack of interest in doing the right thing.  I again ask for an immediate resolution.  I hope that ******* ***** moving company chooses to drop them as their long-distance provider.   
  
  

  
  

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