Federal Companies

We contracted with Federal Companies for a local (2 miles) move in January, 2018 (St. Louis region). As we set up in our new home, we discovered damage to personal property and to the walls, stairs, bannister etc. We followed Federal’s claim procedure in good faith providing photos, cost estimates and coordinating with the assigned third party with appointment to inspect the damage. There was no argument that the damage was due to the move. None the less, we were reimbursed by Federal at 8% of the replacement value and less than 32% of the repair estimate provided by the qualified third party. While we did not have an expectation that we would be reimbursed at 100% of replacement value for the damaged items, we did expect that we would be reimbursed at a level that allowed full financial support for repair even if we had to pay for and manage the pick-up and delivery. We wrote to the local branch manager. He responded “candidly, we did not have to pay that amount to you” and “Since I did not witness carrying procedures or supporting procedures I cannot answer to this statement since I was not there. We train our people the proper processes”. We did decline additional insurance coverage since the insurance cost was high for no deductible (38% of our total move estimate!) and the other options included high deductibles. Most importantly, we believed that they would in fact perform as stated in their terms; “the company agrees to exercise all reasonable and customary care in handling and transporting the articles”. When we met with the sales representative and asked what steps are taken to protect household items during packing and transit - we were told that ‘this is our business and we wouldn’t be in business if we didn’t take responsibility and care in handling all items during packing, transit and unpacking’. In other words, you can trust us. The terms and conditions also state (paraphrased) that ‘no responsibility is assumed by the company for 1) fire, rust, the elements 2) items packed by the owner 3) the mechanical non-operation of appliances, electronics etc. None of these (3) exclusions applied. There was no fire. There was no damage to items packed by us/owners. Our claim did not include any mechanical non-operation. The damage was solely a result of techniques and handling by Federal movers and in our opinion was extensive. Moving is stressful and it is important that the selected moving company can be trusted to uphold and take responsibility for professional performance as stated in their terms and pre-move communications. Unfortunately, we trusted Federal Companies.

WORST. MOVE. EVER. PERIOD. The journey began in early July 2016. Household goods packed over the course of two days. Packing was sloppy, resulting in many damaged items. Driver informed us date and time (8-8:30a) for delivery at destination. We made several requests of driver for copy of the inventory of household goods loaded. Driver refused to provide copy. Delivery did not happen during window of time provided by driver. Approximately 11am, we placed call to Allied Van Lines dispatch in St. Louis. Dispatch was unable to reach or locate driver. Approximately 1:30pm – Allied dispatcher called to inform that driver left Missouri at 8:00am. Approximately 2pm – Allied Van Lines General Manager called and indicated driver was enroute and should arrive by approximately 3pm. First truck arrived approximately 4:00pm. Main truck and driver arrived approximately 4:15p. Driver exited vehicle and expressed extreme displeasure with the fact we called Allied complaining about the arrival of the shipment and his failure to provide a copy of the inventory when household goods were loaded. Driver proceeded to inform us: “This is my truck. Everything in your house that went on to my truck has been with me the entire time. If it went into my truck, it’s on my truck and it will get unloaded into your house. These guys belong to me. I pay them. They don’t need to steal from anyone because I pay them. Your stuff is all here.” Driver provided copy of inventory sheet and admitted he did not provide copy in Missouri. He claimed he did not understand the request that was made when household goods were loaded. Crew proceeded to use four different points of entry/exit to deliver the goods to the home/property and return to the truck. Those include: front door to main house, mud room door, garage entry and gate entry around side of house to backyard. In the course of monitoring delivery of items, we took notice of noticeable wear and tear that hallway flooring was enduring at entrance to basement because the flooring was not protected. After pointing it out to the crew, flooring protection was put in place. Throughout the delivery, there were numerous times when box numbers were called out and are duplicates of prior numbers. Approximately 9:30pm and getting very dark outside, Driver indicated all household goods had been unloaded and delivered. We informed the Driver that we had many inventory tags left unchecked on the delivery sheet. Driver insisted all items were unloaded and delivered. Driver offered to go through the entire house to look for missing inventory tags. The process of identifying missing inventory tags basically came down to Driver describing what the item was and him claiming that he saw it come off the truck. For a few items, he was able to locate them inside the home. Approximately 10pm, Driver concluded inventory and asked that we sign all delivery documents, with the assurance that we would find anything we thought was missing once we had a chance to go through all the boxes. Documents were signed (huge mistake - but I just wanted them gone out of my house that late at night). Early next morning: We proceeded to unpack items. Emphasis placed on identifying major items for placement, to include: furniture, TVs, computers and printers. By mid-morning it was clear that several items were missing, to include: Sony HD 40” flat screen TV, iMac 21.5in computer (with keyboard and mouse) and a white, wooden laundry bench/hamper. Those three items were easily identifiable because the TV and computer were packed in the OEM boxes, while the laundry bench was not packed in any box. Two TVs (Samsung 50” flat screen TV and Sony 32” flat screen TV) and one iMac 21.5 was located (but two iMac 21.5 computers were packed/shipped and were on the inventory sheets). At that time, we were also unable to find our Xbox 360 console, Wii console, all controllers and accessories for both systems and most Xbox and Wii games. We placed a call to the General Manager, as he had requested the day before. Given that it was a Saturday, we left a voicemail message to indicate we had concerns about missing items. Several days later, General Manager e-mailed us. We called him. During the call, he stated that he had talked to his driver and assured us that everything that was packed/loaded in Missouri was delivered to my home in Indiana. He insisted that the items must be in the home and encouraged us to keep looking. He said that if we completed our search and still could not find the items that we should file a police report. Based on the e-mail exchange and our phone discussion, we filed a police report. Three items were officially reported missing (Sony 40” TV, iMac 21.5” computer and laundry bench). Other items (Xbox, Wii and accessories) were noted but not officially reported because we told the officers that we had not gotten to the bottom of each and every box yet, so it was within the realm of possibility that these items were in the house. Those items were later located. In the days that followed, a detective with the County Police Department contacted us several times. In one phone call, he indicated he had spoken to the General Manager and that he was standing by his driver. In another phone call, the detective indicated that the General Manager had located the white laundry bench and some other items and indicated those items would be delivered to our home. The General Manager was unable to locate the missing Sony 40” TV or iMac 21.5 computer. To this day, we still do not understand how the General Manager came into possession of our laundry bench and other items if, indeed, his Driver delivered everything to our home in Indiana. A couple of weeks later, a representative from Federal/Gateway Moving & Storage in St. Louis, shipped two boxes to our home via UPS. Those boxes contained the laundry bench, two very large, framed fraternity class pictures, a holiday card holder, a yard sign from our son’s high school graduation and other minor items. The laundry bench was completely destroyed (see photo). One of the two large framed fraternity class pictures was transported upside down and had most of the photos dislodged. Allied/Federal has refused to pay for the TV and computer that was stolen. These items MAY have been brought into the house, but they certainly were not present once the movers left the house. They have also refused to take responsibility for the condition of the frame photo, claiming the glue was too old and they could not be held liable. They have also refused to pay for the full value of a dining room chair that was destroyed (see photo), despite the fact that was had full replacement value insurance AND provided a copy of the purchase receipt. We have appealed to the person who processed the claim. We have even appealed to the President and CEO of Allied Van Lines. They have refused to take responsibility and referred us to arbitration. Bottom line...if you value what you have...do not put entrust it to Allied/Federal in St. Louis. You will regret it.

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We had a good experience with the person that gave us the estimate. The truck driver was a little difficult to work with. Their scheduler/dispatcher was really good. The local crews they hired on both ends were reasonable. The driver was the only part that wasn't a good experience. The driver made it a challenge.

I liked their attention to detail. Professional on both ends.

THEY WERE VERY NICE AND DID A GOOD JOB. THREE ITEMS I HAD STATED TO HAVE MOVED WERE LEFT AT THE OLD ADDRESS, BUT WHEN I CALLED THE COMPANY, THEY SENT SOMEONE TO BRING THEM TO OUR NEW ADDRESS. I HAD NO OTHER PROBLEMS. THEY MOVED MANY PIECES AND DID NOT COMPLAIN. THEY WERE POLITE AND REASONABLE, CONSIDERING THE AMOUNT OF WORK THEY HAD TO DO.

ARRIVED ON TIME DID WHAT THEY SAID THEY WOULD DO.