Complaint Review: Reebie Storage & Moving Co. Inc. - Franklin Park Illinois

The above rebuttal from Reebie is accurate.

As it turns out, it was an issue with Allied and overbooking, etc. Although I didn't initially like how the issue was handled by the customer service people at Reebie, in their defense, they had no idea that things had gone quite as wrong as they had. This is apparently the worst move they have dealt with in their hundred plus year history.

In the end, when Reebie's CEO got involved, he did everything it could to make the situation tolerable, including calling me from home and giving me his cell phone number. It was clear that he felt awful about this, and felt responsible even though they never actually touched any of my goods. 

I will remove this compaint from the Rop-off Report if/when I figure out how to, as I don't think Reebie should be held accountable for something they had little control over.

Although a disaster, I have to say, if I move again, I would use Reebie due to how they resolved things in the end. Anyone can screw up a move, so I am learning from others, but it's how they handle it later that matters most.

Reebie Storage & Moving, based out of Chicago IL, had originally run into capacity issues working with another Allied agent in Boston. The shipment was in fact delayed.  Therefore the customer was immediately entitled to a delay claim.  With that delay claim, Allied also offers customers money for a hotel room and food.  Unfortunately for this customer, they moved to a very expensive area of the country, Allied's coverage for hotels and food is based on a national average, and did not reflect how very expensive things can be in Malibu/Beverly hills CA.  But, as a professional and reputable moving company, Reebie felt horrible about the situation, and went far past the Allied claim, and wired $1,000.00 to the customers bank the next day, so that they could buy temporary bedding for their home until the shipment was delivered.  Reebie also spent the extra money out of pocket to have the shipment expedited as an Allied 'SSP', to guarantee delivery as quickly as possible, even though it was right in the middle of the busiest moving time of the year.  The shipment was delivered in Malibu CA, and the customer is very glad to have their belongs in their new home.  As for the customer not willing to pay, we would not be able to proceeded with any claims, until the shipment transportation costs were paid in full.  This is not just an Allied rule, Van Lines are all under federal regulations & federally regulated tariffs for all interstate movers.  Reebie is very sorry for the inconveniences that the delay in shipment has caused this customer and their family.  Reebie, as Chicago's oldest and most trusted moving company always stands behind its work, and we feel that we did everything in our powers to help solve this problem and make the customer happy as quickly as possible.

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Reebie Storage & Moving, based out of Chicago IL, had originally run into capacity issues working with another Allied agent in Boston. The shipment was in fact delayed.  Therefore the customer was immediately entitled to a delay claim.  With that delay claim, Allied also offers customers money for a hotel room and food.  Unfortunately for this customer, they moved to a very expensive area of the country, Allied's coverage for hotels and food is based on a national average, not how expensive things can be in Malibu/Beverly hills CA.  But, as a professional and reputable moving company, Reebie felt horrible about the situation, and went far past the Allied claim, and wired $1,000.00 to the customers bank the next day, so that they could buy temporary bedding for their home until the shipment was delivered.  Reebie also spent the extra money out of pocket to have the shipment expedited as an Allied 'SSP', to guarantee delivery as quickly as possible, even though it was right in the middle of the busiest moving time of the year.  The shipment was delivered in Malibu CA, and the customer is very glad to have their belongs in their new home.  As for the customer not willing to pay, we would not be able to proceeded with any claims, until the shipment transportation costs were paid in full.  This is not just an Allied rule, Van Lines are all under federal regulations & federally regulated tariffs for all interstate movers.  Reebie is very sorry for the inconveniences that the delay in shipment has caused this customer and their family.  Reebie, as Chicago's oldest and most trusted moving company always stands behind its work, and we feel that we did everything in our powers to help solve this problem and make the customer happy as quickly as possible.

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As bad as this situation is, you must pay the move amount in full now.  Let's be very clear, your contract and the contract you agreed to (standard throughout the industry) requires full payment of the amount outstanding on your move BEFORE any claim settlement, delay claim, or the like can even be talked about.  In fact, if you delay payment of the full amount, you deny yourself any right to negotiate for any of the claim reimbursements.

Let's also clarify some other things about your story and the move:

Payment:  Reputable movers do not charge for the full amount at the beginning of the move because there is no way to determine what your needs are going to be at destination.  For example, if a shuttle is required at destination and no one planned for it, that has to be included at the end of the move.  Often, no one knows at the beginning whether such would be required, and you don't want your mover to charge you once, and then charge you again.  It makes for an angry customer - not that you already aren't... just saying you anger would be greater.  If they didn't take payment until the end...I say good for them and good for you.  That's the way it should be for the consumer.

Busy Season:  You bet you're in the busy season.  Moving companies will have the tendency to overbook in the summer because so many moves fall through.  Occasionally, they either don't, or the mover suffers from a driver shortage (a problem plaguing the industry for years), and the weekend you moved is generally one of the worst in the summer. 

Delay Claim:  I know how expensive Malibu is; I was just there last weekend, and $400-$700 per night is absolutely ridiculous to come here and claim as typical for a hotel room.  It isn't typical and claiming such is an abuse.  I do agree about the $75 unless you do fast food 3 meals a day, but you could not do restaurants like Beachcomber, Moonshadows, etc... On the other hand, it isn't meant to.  Remember that the $75/day represents the difference between what you have to pay for the food at a restaurant, and what you would be paying for the food had you gone grocery shopping, made the food yourself, etc...


Moving is hardly an exact science and I don't excuse the mover for messing this up; they know it, they need to make this right, and they probably will.  The fortunate thing is that you are dealing with a reputable mover who will pay on a delay claim, which is more than I can say for the disreputable movers out there.  Best of luck to you.