Complaint Review: Alliance Movers Inc. (Chicago IL)

The following events occurred between May 2 and June 8, 2018, during a relocation from Birmingham, AL to San Diego, CA.  Subsequent research into these companies exposed a long-term conspiracy to commit fraud - that contimues to this day.

--------- Summary of Events (some day with multiple unanswered calls, voicemails & emails omitted)

May 2 - Upon learning of my daughter accepting a new employment opportunity in San Diego, I began reaching out to various long-distance movers who would be able to complete the relocation from Birmingham, Alabama in a very compressed time-frame.

I was operating under the assumption that on-line review services such as Yelp.com, YP.com, Google and ConsumerAffairs.com would provide me with a good sampling of reliable interstate movers. I now know first-hand that these sites favor the business owner, not the consumer, as my bad reviews have mostly been disputed, discredited and removed by the review sites.

After speaking with a few companies, I contacted Alliance Movers, Inc. of Chicago.  The sales process was typical – sales representative ‘Bridget Higgins’ and I reviewed potential pick-up windows (May 19/20) and estimated the amount of space required for the move: 407 sq ft for a 1-bedroom apartment.  She explained how the estimate was calculated and we then discussed a delivery window: 21 days – June 10/11.

That would put my daughter’s possessions arriving 7 days after she began her new job Jun 4th – I needed it in 14 days or less.  Bridget explained new DOT regulations regarding miles & hours, and I stressed that it just wasn’t feasible.

I was then offered an "Expedited Delivery", for an additional $407, that would be "last on/first off" the moving truck and would shorten the delivery to a 7-12 day window.  That was agreeable to me and we continued the discussion.  I was then offered a 15% "signing discount" if I agreed while on the phone.

Although the quote was higher than other movers, I was influenced by Bridget’s comments: "we own all our vehicles & all the movers are our employers". I didn't want any fly-by-night or 3rd party movers. An agreement was reached, the paperwork signed, and a 35% deposit was made via e-check (no credit cards).

On or about May 16, we begin to contact Alliance to verify the pick-up for May 19/20.  I am told Dispatch was making the schedule and they would contact me by end of day.  A similar conversation takes place on May 17.  On Friday, May 18, 4PM, I contact Bridget, as Dispatch has not answered or returning messages for 3 days. She informs me that they have left for the day and not to expect them Saturday.  Since they are closed over the weekend, we have no idea of they are coming Sunday.

At noon on May 19, to my surprise, a gentleman answers the customer service line and states the movers will arrive between 10-2 Sunday.  At 6PM, the driver contacts me and requests the pick-up occur at 8AM, since he has two pick-ups to make in Georgia after mine, in Birmingham.  I state this was supposed to be a “last-on/first-off” move… he’s just the driver, I would need to contact the Company on Monday.

Sunday, May 20 9AM – A 3 man crew with "Titan Moving & Storage" arrive in a rented Enterprise truck, apparently a shuttle.  I stress that I was expecting Alliance Movers, company vehicle and employees, and he tells me that they are just contractors and will be taking my stuff to another truck and then to a warehouse, probably in Virginia.  Since we have already provided a large down-payment and notice to vacate, I have no choice but to proceed. 

As we approach the building, he notices the stairs and starts counting them, mentioning that there might be too many to qualify as a “one floor” move.  I tell him to get his boss on phone and he waves it off.  We enter the apartment and his immediate reaction was the reserved space of 407 sq ft was not going to be large enough – it was going to be “way over”.  After a brief discussion, we agree to see what it turns out to be when loaded.

To their credit, the movers were friendly, worked non-stop, and appeared to wrap things well. 3 hours later, we view the truck and settle upon an additional 200 sq ft., at $6.25/ft.  I honestly have no idea what the actual footage was – I was just wanted it on a truck and on its way to California.  As we complete the paperwork, I am asked when my first available delivery date would be.  I tell him that I will be driving and can be there in a week, so we use Monday, May 28th. I tip them and they head for Alpharetta, GA to make their next pick-up.

Monday, 9 AM, I call to discuss the weekend events: 3rd party movers, the "last on/first off” fee, etc., and put on hold for a manager - 45 min later I give up. I call back at 4PM, and after 25 min on hold, we discuss the fee and my desire for it to be waived. He puts me on hold to call dispatch - 35 min later, the call is disconnected. Now it’s after 5 – and as usual, no one answers.

Tuesday morning, after many attempts, I get a different gentleman claiming to be a manager. We discuss the fee and other misrepresentations. He spits out the excuses, references DOT restrictions, claims “contract affiliates use Alliance’s DOT#, which makes them Alliance Trucks… and other manure… but is not willing to concede a penny.

He states the expedited fee “can be removed”, if the furniture is not yet been put on a truck. I press for details and learn that by “removing the fee” he means down-grading the delivery to minimum 21-day status.  I inform him I have 3 family members arranging cross-country moves, and I'll be taking my business elsewhere. He replies 'so what - we're busy - it won't hurt us' and we terminate the call.

May 30 (Day-10) - After days of calls, emails, unanswered messages, and no answer at Dispatch, Customer Service (Delilah Thompson) notifies me that my furniture JUST left the east coast - minimum 5-7 days to West Coast. I state it was supposed to be a 12-day "expedited delivery" and I get the “your delivery is a piggy-back..." and will be “first off… in San Diego”. 

May 31 (Day-11) - After now living on an air mattress on an empty apartment for a few days, I contact Customer Service for an update. I am told delivery will be late Sunday afternoon or Monday, and I will receive a call 24 hours in advance.

Jun 4 (Day-15) - I contact company for an update as I was expecting a call over the weekend.  My daughter starts new job today and I need to make arrangements for someone else to take delivery.  I’m told it will be another “few days” and after the conversation turns very heated and confrontational, the gentleman hangs-up on me.  I call back and by some miracle get the same man. I request his name, "Justin", and request to speak to his manager. He claims to be a Partner. I tell him what I think of his company and he hangs-up on me, again.

Jun 6 (Day-17) - After calling every 5 minutes for 3 hours, all calls go to voicemail, I finally get through to "Justin". We have a calmer discussion, he offers an apology for the excessive delay ("might be a few more days"), and offers a refund of my "expedited" fee.  I request a status call by the end of the day.

Jun 6 - 3 PM - A Twist!! I receive a call from the Driver, who would never provide his name, stating he is in Lake Tahoe and wants to deliver tomorrow at 12PM, but has a 72' trailer, so he will need to rent a truck (like they didn’t know this 3 weeks ago?) at an additional cost of $1/ft. If I don’t want to pay it, I can come and get the furniture off the truck ‘for no additional charge’.  He then asks about stairs – saying that if it’s more than 10 there would be an additional charge – but he’d do both the shuttle and stairs for $500.  I mention Justin's offer of a refund to offset the fee. He gets upset and calls his boss.

Jun 6 - 3:15PM – I receive a call from the Dispatch Manager, Bradley.  I mention the conversation with ‘Justin’ and he informs me there is NO employee named Justin in the company, much less a Partner. We discuss several things ‘Justin’ has said, he makes a few calls, and we review the call logs. It turns out ‘Justin’ is really Derek, a CS Rep, who has no authority to offer a refund.

While I am on hold, he confronts Derek, who has (big surprise) no memory of the conversation. My offer of a refund will need to be taken up with the real owner AFTER the delivery, via complaint. He states an “expedited delivery” would have been 17 days “from the 1st date available”, according to DOT regulations.  I inquire about call recordings, he states they do record calls and he agrees to include me when they are reviewed (I’m willing to bet they do not record calls and if they do they won’t be able to find it).  I agree to the additional charge and terminate the call.

Jun 6 - 9:30PM – The Driver contacts me, now requests delivery Friday AM.  It seems he can't do tomorrow (Thursday) because he has another delivery in CA that “can't do Friday”. I agree but am not too happy about it.

Jun 7 - 10PM – I contact driver to verify 10-12 Friday. He confirms and states he will call 45 min ahead.

Jun 8 – 11:30AM (Day 19) – I contact driver for updated ETA, now 3PM. They are doing another delivery.

Jun 8 - 2:15 PM - Driver is 18 miles away. He inquires how I intent to pay, cash or postal money order only, and if a money order it must be left blank. If made out to Alliance he won't accept it!!

Jun 8 - 4:30PM - Unload complete. A couple of boxes of dishes & a lamp shattered. A 2-1/2" wooden leg on antique chair snapped in half. Driver notes damages, states that dispatch will forward an insurance claim form, fills in postal money order with his name, Amit Bembaron, and they leave.

Jun 20 – After multiple calls and emails, Delilah Thompson forwards via email the insurance claim form, indicating that any damages and/or disputed fees should be made on this form and forwarded to their postal address.  The claim form is completed and sent, certified mail with return receipt, to their official mailing address.  An acknowledgement of the claim has never been forwarded to me.

Approximately 2 weeks later, I receive the return mailer with incomplete delivery information – blank name & date, and what appears to be 2 capital ‘A’ as a signature.

Pulling up the address on google maps, I see the official mailing address isn’t a warehouse or office, but rather a UPS Store.  Further research into Titan Moving & Storage reveals a series of news reports from NBC affiliate KDSK (St Louis) on their scamming military personnel and a press release from AMSA (moving.org) warning consumers that Titan is a scam company.

I was lucky - my possessions arrived (damaged and at twice the estimate) but they did arrive.  I know I'll never see a dime of my insurance money or disputed fees.  Take my experience as a warming - do your research - and avoid these comapnies at all costs or you, too, WILL be scammed.