ComplaintsforAllegheny Valley Transfer Company Inc

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired this company to move our home goods as we were relocating from ***** *********** ** ** ****** **. Initially, the belongings were to be pick up from our storage unit the third week of Oct., 2021 but they were late and it was picked up the following week. I communicated to them that our items would be delivered to a storage facility and never once did anyone mention that any compensation due to late delivery would not honored because of the final destination of our items. We were told that we would receive our items DELIVERED to our storage unit in ** by 11/4. The items didn't show up until 11/23. During this process we were continually told that we would be reimbursed $100 every day that the delivery was late. When we received the delivery we were instructed to file a complaint to be reimbursed for the $1900. I received an email that said the "tariff" does not allow late delivery compensation to be paid on a shipment delivering to storage facility and they have denied our claim. I am completed confused as none of the people that handled my delivery from the onset knew anything about this stipulation. What makes a difference WHERE my belongings are delivered as a late delivery is a late delivery?

  Business response

  12/13/2021

  I'm very sorry that this delivery was late but the truck that this shipment was on broke down and  the driver had to wait for it to be repaired.  Unfortunately, he had to wait for parts and the truck to be repaired before he could get on the road.  I've checked with everyone in our office and no one has told this customer that they would be entitled to $100/day compensation for a delay claim, nor did they say that she was entitled to $1,900.  Everyone who spoke with her referred her to customer service at Allied corporate because they settle claims.  

  The reason that her claim was denied by corporate is that a delay claim is meant to compensate the customer for the inconvenience of having to go to a hotel and eat out.  The customer is supposed to supply receipts for their expenses.  When you are being loaded from a self storage and delivered to a self storage, you already have a residence and do not incur any of these expenses.  By virtue of the fact that these items are in self storage means that they are items that, for the time being, you can live without.

  Again, I am very sorry that this shipment delivered late, but again, this customer is not entitled to a delay claim because the shipment was in self storage and delivered to self storage.  Compensation for a delay claim is meant to assist with expenses that the customer incurred as a result of the delay.

  Sincerely

   

  **** ******

   

   

   

   

  Customer response

  12/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The information that is provided above was NEVER explained to us while our shipment was delayed and yes, we were told by our move originator and also customer service of the delay compensation that was due to us.  Why does it matter if my shipment was going into storage as I did not take all of the items that I needed with me because I thought I would receive them in a timely manner; I only took the items I knew I would need immediately.  In the meantime and all during the time that my items were missing/delayed I had to purchase items replacement clothing, household items, etc. 

  I am also trying to retrieve moving blankets that were taken from us and off of our original shipment.  When the driver broke down and a replacement truck finally arrived the original driver unwrapped all of our times and kept our blankets.  The new driver rewrapped our belongings but then unwrapped everything to take his blankets back leaving all of our things exposed and subject to damage.

   
  Regards,
  
  ***** *********

*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. ↩