Allied Van Lines Complaint
Extra Insurance is a rip-off! - Moving
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Reviewed by rickhart57 Please Improve |
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Solicited quotes from several major moving Companies to move all of my belongings from Concord Ohio to Micco Florida. Based on the presentation and guarantees, I decided to contract Berger Transfer/ Allied Van Lines for all packaging and moving.
Although I didn’t give much thought to it at the time, the Berger representative really pushed the sale of the additional insurance coverage. Laurel Howes, the “Relocation Consultant” stressed how I would only be covered for 60 cents per pound per article in basic coverage during my move. She noted that since I had a significant amount of home entertainment equipment and home computing equipment, I should definitely procure the full value coverage at $379.00 for $35,000 of replacement value coverage.
The packagers showed-up at the last minute of their time window. They seemed knowledgeable and although they took longer than expected, they were able to pack just about everything that I intended. I was told by the Relocation Consultant that I would receive all packaging materials that I paid for whether they were used or not. This was not so. The packers removed all residual packaging materials when they left.
Next, The Movers: The movers also showed-up at the last second, but still within their window. I thought it odd that one of the movers asked to bum a pack of smokes from me, but complied. During the presentation by the Relocation Consultant, I was shown all of the precautions that Allied takes to protect your belongings. These measures included covering your carpeting with runners, covering banisters and hand rails on steps, boxing mattresses and plastic wrapping your furniture. Well the carpet was never covered and the banister was only protected after I specifically requested so. My mattresses were placed directly on the front lawn without any protection. Even worse, a solid oak entertainment system was found lying on its side in my concrete driveway without anything to protect the wood surfaces from damage. This was also identified to the driver. I called and e-mailed the Relocation Consultant regarding these and additional issues. An e-mail response was received, merely stating that she was sorry that I was having a bad experience.
When the movers arrived in Florida, it was the same driver but different laborers. As they were unpacking, I began to notice quite a bit of damage to my belongings that I had not anticipated. Large smoked glass shelves from my Plasma TV center were severely scratched. Very expensive Snell loudspeakers were scratched and nicked. A computer chair was broken at the base and unusable. Lamp shades were crushed. A hutch was significantly marred. My Trek Hybrid bicycle was completely disassembled including harnessing. Even a mop bucket was utterly destroyed. I began identifying these issues to the driver, who was less than interested about my concerns. I then called Berger Allied notifying them of some of the items that were damaged. I also ensured to photograph all damaged items which was forwarded to the Relocation Consultant.
A week later, I received a claim form in the mail. Of course, the instructions with the claim tell you not to discard any damaged item until a Berger representative has a chance to evaluate the items. Too Late!! Don’t you think this little bit of information is a touch important? Had this information been provided to me when I agreed to pay for the additional insurance coverage, I would have retained many of the destroyed items. However, new items were procured out of necessity. As with any insurance claim, photographs had already been provided. Well now Berger Allied is denying my claim!!! They sure were quick to take my money for the coverage, but try to make a claim after the move!
The entire ordeal sure contradicts what they tell you when you are considering using Berger Allied for a move! Quoting their website: “With Allied at your side, you can feel safe that your possessions have the best protection in the industry. Our Extra Care Protection covers the cost of any household item that is damaged in your move. We also offer basic liability coverage standard with any and all moves. It's your move - you chose your level of coverage.”
To further quote their website, it states:
“We can help you prepare an inventory with our Allied High Value Inventory Form for your belongings valued over $100 per pound. Present it to us prior to packing, and Allied will provide you ECP protection for the full value of the item. This, of course, is subject to the declared value of the entire shipment. “
What Berger Allied fails to mention is that they want your money for the extra coverage, but they will never approve any claim you submit. To further discourage you, we will make the red tape associated with any claim so boggling that soon you will give up all hope for a satisfactory resolution!
The bottom line is simple. Berger Allied paints a nice picture, but they do not deliver! Consider yourself warned!!!
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First of all, let me state that it was very unusual that Mr. Hart had the damage that he claims he experienced. His move did not exemplify Berger Allied’s high standards of home and household belonging protection. His driver did not follow company policy, and that was most unfortunate. While I’m not trying to make excuses for that portion of his complaint, unfortunately, I believe Mr. Hart is using the Internet to spread false and misleading statements regarding me personally, and I must respond to these statements. Please consider the following:
Mr. Hart claims that I “pushed” full valuation coverage…in fact, I did not push full valuation coverage, but I did explain the difference between basic and full valuation as I do with every appointment and customer. And, most customers appreciate this complete and detailed explanation, as it allows them to make an informed decision.
Mr. Hart states that I told him “ he would receive all packaging materials”…I am afraid I don’t know what Mr. Hart is referring to. He had a complete carrier pack, which means that our experienced and professional packers pack everything. His charges were determined by the weight of the shipment for this pack, not by the box. The packers will always bring more boxes than are needed, just in case, but they would have no reason to leave these additional boxes with the customer, as the customer had nothing left in his home to pack. Unfortunately, Mr. Hart never mentioned this to me or to the packers, as we would have been happy to explain this to him.
When Mr. Hart emailed me regarding his frustration with how the driver was loading and protecting his belongings and home, I did respond with an apology, as this is not standard practice for our drivers or helpers. I also immediately spoke with my Operations Manager about this and he communicated with the driver’s manager to prevent this situation from being repeated at destination.
I am not sure to whom Mr. Hart sent additional emails. I personally did not receive anything else from him until his claim was settled at which point he sent me a copy of the claims email with attached copies of the negative reviews he had posted via the Internet. He may have sent pictures and emails to our Claims Department or to our Inside Move Coordinator … but he sent nothing else to me and nothing was forwarded to me by others in my company.
Our Claims Department reviewed his claim and actually paid repair costs of $475.00…but as Mr. Hart mentioned, he disposed of most of the damaged items before he filed the claim. As I tried to explain to him during our phone conversation after his claim was settled, a moving company must be able to actually inspect the items to determine the cause of the damage. A photo does not necessarily show what needs to be seen. As a simple analogy, I don’t believe Mr. Hart would have had an auto accident, taken a photo of the damaged car, had his car fully repaired, and then filed the claim. If he had handled an auto claim in that way, it would most assuredly be denied. This is basically what he did with Berger Allied, and we did pay $475.00 in an attempt to make things right with an unsatisfied customer.
After reading the negative internet messages sent by Mr. Hart, and his attacks on me personally and professionally, I find it most curious that when this same Mr. Hart was contacted by our 3rd party quality assurance company, Mr. Hart gave me, the sales person, a 4 out of a possible perfect score of 5.
I have consistently received many positive comments, cards, emails and phone calls from very satisfied customers over the years I have been in the transportation industry. I never tried to purposefully mislead or misrepresent my firm or our services in any way to Mr. Hart or to any other customer for that matter. While I am very sorry that Mr. Hart had a negative experience, I stand by my reputation of being a truthful, honest and respected Relocation Consultant with Berger Allied.
Respectfully submitted,
Laurel Howes
Relocation Consultant
Berger Allied
Solon, OH
In response to Mr. Richard Hart’s complaints about our company, Berger Allied, and me personally, Laurel Howes, Relocation Consultant for Berger Allied, Solon, OH.
First of all, let me state that it was very unusual that Mr. Hart had the damage that he claims he experienced. His move did not exemplify Berger Allied’s high standards of home and household belonging protection. His driver did not follow company policy, and that was most unfortunate. While I’m not trying to make excuses for that portion of his complaint, unfortunately, I believe Mr. Hart is using the Internet to spread false and misleading statements regarding me personally, and I must respond to these statements. Please consider the following:
Mr. Hart claims that I “pushed” full valuation coverage…in fact, I did not push full valuation coverage, but I did explain the difference between basic and full valuation as I do with every appointment and customer. And, most customers appreciate this complete and detailed explanation, as it allows them to make an informed decision.
Mr. Hart states that I told him “ he would receive all packaging materials”…I am afraid I don’t know what Mr. Hart is referring to. He had a complete carrier pack, which means that our experienced and professional packers pack everything. His charges were determined by the weight of the shipment for this pack, not by the box. The packers will always bring more boxes than are needed, just in case, but they would have no reason to leave these additional boxes with the customer, as the customer had nothing left in his home to pack. Unfortunately, Mr. Hart never mentioned this to me or to the packers, as we would have been happy to explain this to him.
When Mr. Hart emailed me regarding his frustration with how the driver was loading and protecting his belongings and home, I did respond with an apology, as this is not standard practice for our drivers or helpers. I also immediately spoke with my Operations Manager about this and he communicated with the driver’s manager to prevent this situation from being repeated at destination.
I am not sure to whom Mr. Hart sent additional emails. I personally did not receive anything else from him until his claim was settled at which point he sent me a copy of the claims email with attached copies of the negative reviews he had posted via the Internet. He may have sent pictures and emails to our Claims Department or to our Inside Move Coordinator … but he sent nothing else to me and nothing was forwarded to me by others in my company.
Our Claims Department reviewed his claim and actually paid repair costs of $475.00…but as Mr. Hart mentioned, he disposed of most of the damaged items before he filed the claim. As I tried to explain to him during our phone conversation after his claim was settled, a moving company must be able to actually inspect the items to determine the cause of the damage. A photo does not necessarily show what needs to be seen. As a simple analogy, I don’t believe Mr. Hart would have had an auto accident, taken a photo of the damaged car, had his car fully repaired, and then filed the claim. If he had handled an auto claim in that way, it would most assuredly be denied. This is basically what he did with Berger Allied, and we did pay $475.00 in an attempt to make things right with an unsatisfied customer.
After reading the negative internet messages sent by Mr. Hart, and his attacks on me personally and professionally, I find it most curious that when this same Mr. Hart was contacted by our 3rd party quality assurance company, Mr. Hart gave me, the sales person, a 4 out of a possible perfect score of 5.
I have consistently received many positive comments, cards, emails and phone calls from very satisfied customers over the years I have been in the transportation industry. I never tried to purposefully mislead or misrepresent my firm or our services in any way to Mr. Hart or to any other customer for that matter. While I am very sorry that Mr. Hart had a negative experience, I stand by my reputation of being a truthful, honest and respected Relocation Consultant with Berger Allied.
Respectfully submitted,
Laurel Howes
Relocation Consultant
Berger Allied
Solon, OH