Alliance Van Lines inc.

I first contacted Alliance Van Lines at the beginning of May 2019 to book my move from Manitoba to Ontario. Initial quote (for min 1000lbs) listed a fixed $450 charge for the 1st 500lbs, “Chargeable Weight” fee $275 ($0.55/pound for 500lbs), "Scale Fee" $50 and "Destination Fee" of $75. Total (pre-tax) = $850.

I asked detailed questions when I initially spoke with Nelly (General Manager) over the phone. I specifically asked how charges were calculated. It was explained that if my shipment was over on quoted weight I would pay extra/pound, which makes sense. However, I WAS LED TO BELIEVE THAT CHARGES WERE BASED ON ACTUAL WEIGHT. THIS IS NOT THE CASE. I specifically asked about extra fees and was NOT told that they add extra weight onto true weight of items to “account for space and movers”. There also turned out to be many other extra charges, for example paying with credit card or having more than 5 steps leading to your door.

Once I submitted an inventory list (beginning of May), my quote changed to 3665lbs for a total of $2315.75. Upon receiving this quote, I expressed concern with it being hugely overestimated and provided weights for as many items as I could. I was given an updated quote only slightly lower. I estimated I had between 1500lbs and 2000lbs. I even went as far as bringing home an industrial scale. After weighing approximately 90% of my items, my total weight came to 1081.65lbs. I had to request an inventory list several times before the weights allotted per item were finally given to me. They added weight to each item, for example, my shelving units from IKEA totalled 107lbs and were listed as 200lbs. The reason given for this was “When we move any shipment, we need to make sure that we accommodate the appropriate amount of space, labour, time and materials to perform the move properly.” When I initially called (and before they had my $200 deposit), it was NOT explained that they arbitrarily add more weight per item and that cost is NOT based on true weight. Quoted rates become the MINIMUM you pay. No scale ticket provided if it is under the quote, which very convenient for Alliance Van Lines so that the customer does not see how much they have been over charged.

Initially my customer service experience was pleasant and positive. Once they had my $200 deposit, it changed to rude, condescending and unprofessional. When I was phoning to request a detailed list of how they calculated my quoted weight, the tone was one of annoyance and the person kept talking over me and repeating “read your contract”. At one point I had called and someone answered the phone by saying “Alliance Van Lines”, followed by about 15 seconds of unexplained laughter. I requested to speak to someone above a GM and was told that there is nobody above a GM, that I could only speak to another GM. When I asked to speak to whoever hires the GMs/ does their performance reviews, I was told this would be the owners. I requested their contact information and was given a flat-out “no”.

Overall, I find this company deceitful and customer service is horrendous. To make things more transparent to clients, they need to make it clear that prices are not based on ACTUAL weight of items. PRICES ARE SUBJECTIVE AND BASED ON WHATEVER WEIGHT AMOUNT THE GM WOULD LIKE TO APPLY TO EACH ITEM BEING MOVED. In the end, I chose to move with a Ubox through UHaul. At least here I had the peace of mind knowing that my items were only being handled by ME. I have read multiple reviews of Alliance Van Lines damaging/ dirtying property or losing items altogether.

One of the worst experiences I have had in my life. Moving is stressful enough, Alliance Van Lines makes it a true nightmare.

Move size: Partial Move Service cost: $2300

Moved from BC to Ontario.

Our dealings were with Nelly (apparently the GM, but can't quite wrap my head around how they let her run the show). She was extremely accommodating and kind until we shipped our items. We expressed repeatedly that we needed the delivery on a specific Monday. Over the phone she continuously expressed that we would sort out the delivery of stuff closer to the date, leading us to believe that we'd arrange a time a few days before. Once we had already left BC and were driving across the country, we were told by another representative that they only delivered to my area on Thursdays & Fridays. At NO point did Nelly share this information with us. If she had, we would've booked with another company or adjusted our travel dates to line up with the delivery. I whole heartedly believe that she did this on purpose to secure our business. We were also travelling across the country with limited access to email at certain stops, and when we requested a phone call to discuss the matter she refused and continuously emailed knowing that we may not receive the information until days later.

Once we finally received the delivery, they lost a book shelf. They require a $425 deposit to make a claim on lost items, as well pictures. The book shelf wasn't worth that much money and we were told by one representative on the phone that "the company likes to work with clients, so let us try and find it first and we'll go from there". We were told Nelly would follow up with us, again she lacked the backbone to make a phone call (we never made verbal contact with her again after my stuff was delivered, probably so she could have email records of her now saying things that were never expressed over the phone). They never provided us with a claims form and Nelly didn't even make it sound like they tried to find my lost furniture. She never provided any follow-up.

I'm writing this review in hopes of saving at least one person from the stress it caused me to use this company (And frankly, to cost them as much as they cost me) Nelly provided the WORST customer service I've experienced in a long time.

Move size: Partial Move Service cost: $1100

Upon booking our move through Nelly we were informed that 30-day storage was available and included in the price. Nelly did not inform us about the type of storage being used so we assumed that our possessions would be stored in a pod until delivery 2 weeks later. We only learned from the movers that our belongings had been kept in a warehouse and that is was handled 4 times, namely: upon pick up, unloaded for storage, reloaded and unloaded for delivery. We believe that the goods were being thrown about instead of carried; otherwise the amount of damage would not have been possible, given that all items were very carefully packed with appropriate packing materials.
The damage included several furniture items that were scratched and gouged; a damaged sofa bed; a filing cabinet was so badly bent that it could not be opened; cracked lampshades; several boxes of broken dishes, glassware and art work; boxes that were missing - and we also received some items that are not ours. Obviously, Alliance warehousing plan is not working and there must be other unsatisfied customers.

We were charged $4,012.91 for this local move. Nelly did not provide a formal invoice in spite of our request for one. Failure to do so is a suspicious business practice, given that it may allow the company to avoid declaring income for tax purposes. Additionally, we were provided no proof that the weight on which the charges were based is the correct. We believe that the amount charged was excessive considering that, due to downsizing, we had only a few pieces of furniture and no appliances were included in the move.

In addition to the exorbitant price for incompetent service, we had to deal with movers who extorted from us another $120.00 in cash - supposedly payment for 'walking' from the truck to the condo. The 'spokesperson' of the trio threatened us with having to pay $300.00 if we chose to make the 'walking' payment directly to the company. In other words, these crooks extorted some easy cash form two senior citizens.

We have submitted our claim plus photos to Nelly to forward to the company 'Claims Adjuster'. We have not heard from the claims adjuster - and wonder if one exists given that Nelly seems to be the only individual representing the company.

Based on our dismal moving experience, we cannot recommend this moving company to anyone.
L. Jones, Ottawa.

Move size: 3 Bedroom Home Service cost: $4012

We were initially quoted at about $4500-$5000 for the move, which kept changing.

Though our items arrived in NB within a timely manner, when it came to unloading our items, the moves were brusque, somewhat rude and would talk over you when you tried to explain where you wanted your items.

It was very expensive for us, at over $7500, and we found that they wanted to charge us extra fees for moving our items from the loading dock to our storage locker because it was over 100 steps: an extra charge of about $200-300. My wife and I ended up moving our items ourselves into storage.

Upon unpacking, we found many of our items broken beyond repair, including family heirlooms, and art object collected on travels, despite these same items being packed well in storage in London for over 2 years without being broken. Our Christmas tree was also lost in the move.
When we called to complain, with pictures of said items provided, no compensation was provided or offered.

A very expensive move, considering what we lost and what was broken AND all the seemingly constant, changing costs.

Move size: 2 Bedroom Home Service cost: $7600

We hired Alliance Van lines out of Ottawa Ontario to move us across country.

Having moved 4 times in the last 20 years we were quite adept at packing and moving a household, and thought we were well prepared for this move. Early alarm bells went off however when they showed up to pack the moving truck. There was quite a bit of damage done to our home as they carelessly bashed furniture off of walls, door frames and trim-work, all of which required repair and or replacement.

When the moving van showed up to our new home it was a much smaller truck than what they used to pack the house, and as a result they must have used considerable force to squeeze everything in. It’s not clear if this was the cause of some or most of the damage done to our property, but in the end we incurred close to $20,000 dollars in damages, some of which was tragically irreplaceable family heirlooms. There was so much force, disregard and disrespect used during transport that they even crushed in the top of my stainless steel gas barbeque. Many of the moving boxes were crushed or folded in so badly that carefully packed and even double packed items (boxes inside of boxes) were crushed, broken and shattered.

We were completely mortified at the degree and volume of damage that was done to our property, like nothing I’ve ever experienced or heard of before.

These people ought to be ashamed to call themselves professional movers.

Move size: 4+ Bedroom Home Service cost: $9960

If you want predictability and peace of mind with your moving needs, please DO NOT USE this business. 80% of my items of my cross country move were either smashed or materially damaged. I used to be a mover and am really sad about how my items were treated. One item was an antique teak credenza that was put on it end on the bed of the truck with not blanket or cardboard protecting it which resulted is in the item being scratched up the door and drawer braking and the frame falling apart. This item was the reason for the shipment and it great shape beforehand.

In addition to the careless handing of my items, they also quoted me the shipping cost and then when the COD delivery came, it was 50% more at my door step. The also charged me for services that were not provided: long stair carry when I have 4 stairs at the receiving location.

Their claims department continues to not take responsibility or even acknowledge any mistake made. Please do not use this business, there are many other company that will treat your items with care for a reasonable price.

Move size: Partial Move Service cost: $1700

We chose Alliance for our move, because the Nelly was prompt to respond to our request for a quote and was extremely helpful with managing expectations. We ended up moving more items than we put on the list for the quote, but the end cost was still reasonable. A few items arrived with small dings but that was because we didn't wrap them property on our end. Overall, we were very satisfied with the service from the office and pleased with the attitude and efficiency of the movers at both ends.

Move size: 1 Bedroom Home Service cost: $1696

We moved from Vancouver to Ottawa and we chose Alliance because they were responsive and clear on how they operated and what fee would be included. We gave a list we were off by a little bit but they were still reasonable with the pricing and it got here quicker than they told us. A few little dings here and there but that’s expected. All in all the movers and the office staff were very helpful and patience because I was border line crazy. Highly suggest booking with these guys

Move size: 3 Bedroom Home Service cost: $3470